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Net Promoter Score Survey solution by SalesHub
NPS Survey
NPS Survey App for Salesforce is a great survey tool that could be used to automatically trigger surveys based on customer activity, then push responses to Salesforce so your team can close the loop.
Measure NPS, Transform Customer Service
Net Promoter Score (NPS) Survey solution by SalesHub
Net Promoter Score measures customer experience based on a client’s response to a single question: “Using a scale of 0-10, how likely is it that you would recommend our Company to a friend or colleague?
Capturing this client feedback in Salesforce contributes to a better understanding of the overall client relationship, while also informing marketing and process improvement efforts.
No matter which customer satisfaction and/or loyalty framework you use, unless its feedback is not acted upon, any framework or methodology will be of little use. Net Promoter Score surveys reach out to customers to understand their perception of the brand. But most of the time, the feedback is collected as just one more thing to talk about and doesn’t become part of the operational execution.
Net Promoter Score (NPS) is a metric that companies use to measure customer loyalty as it relates to a company brand or to a product or service. Net Promoter Score measures customer experience based on a customer’s response to a single question: “Using a scale of 0-10, how likely is it that you would recommend us to a friend or colleague?” Capturing this customer feedback in Salesforce contributes to a better understanding of overall customer relationship, while also educating marketing and customer service teams for further improvement opportunities.
Net Promoter Score Program Design Best Practice
Closing the feedback loop
Calculating the company’s Net Promoter Score on a regular basis will not provide longstanding value if we do not act on the feedback that is given by our clients. Closing the feedback loop with clients to ensure we fully understand and act upon any concerns they raised during the NPS survey is essential to improving the client experience and turning Detractors and Passives into Promoters.
Logging follow-up activity and action plans in Salesforce will better enable the company’s account managers and leadership to track follow-up progress and ensure every client concern is addressed.
Integrate feedback program with Salesforce
Easily integrate your feedback program with Salesforce. Automatically send surveys after any customer interaction. Map feedback data anywhere in Salesforce. Close the loop on critical feedback.
Scoring criteria consideration
- Promoters (score 9-10): loyal enthusiasts who will continue buying and refer others, fueling growth.
- Passives (score 7-8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6): Unhappy customers who can damage brand and impede growth through negative word-of-mouth.
Identifying Contacts to Survey
At a minimum, the company’s primary contact at the client organization must be surveyed to ensure we understand their perception of the company and obtain feedback regarding the overall health of the client relationship.
Follow-Up on Client Feedback
Clients providing an NPS score of 6 or below (Detractor) require a follow-up call and/or meeting to address client concerns more specifically. Call/meeting notes should be documented in Salesforce by creating an activity directly from the relevant NPS form.
Enterprise vs. Service Line vs. Product Line Scores
Understanding the client’s overall perception and satisfaction with the company is important. Therefore, NPS scores should be captured at the Enterprise level. In those instances where a client specifically identifies a desire to provide separate scores for individual Service Line or product lines, a score must be captured for each Service Line or product line they purchase to provide a complete measure of their satisfaction.
Collect and act on real-time customer feedback in Salesforce
Realtime customer feedback
Automate customer reviews, referrals and retention
Create a culture of continuous feedback
NPS Survey by SalesHub is a customer feedback platform that helps businesses improve customer experience and accelerate growth using the Net Promoter Score (NPS) framework.
Create a culture of continuous feedback
Automate customer reviews, referrals and retention
Create a culture of continuous feedback
Automatically collect feedback from every customer at any point in the customer journey on any channel using the Net Promoter Score (NPS) framework. Empower every team member with the feedback they need to make every experience great on the right tool.
Automate customer reviews, referrals and retention
Automate customer reviews, referrals and retention
Automate customer reviews, referrals and retention
Use workflow tools to turn feedback into reviews that boost your Google rating and case studies that win new business. Boost retention by automating follow up with at-risk accounts.
Collect, analyze & act on customer feedback
Collect, analyze & act on customer feedback
Automate customer reviews, referrals and retention
NPS Survey by SalesHub is the leading integrated experience management platform based on the NPS that helps businesses improve their customer experience.
Embed customer feedback
Collect, analyze & act on customer feedback
Gather customer feedback
Embed customer feedback and NPS surveys directly into your Salesforce email templates and automatically collect input from your customers with any email you choose.
Gather customer feedback
Collect, analyze & act on customer feedback
Gather customer feedback
Gather customer feedback after key Salesforce events (e.g. customer case closed): Define events and interactions after which you want to send surveys and they will be sent automatically.
NPS Survey by SalesHub - Core Benefits
Improve customer experience
Based on the Net Promoter Score (NPS), NPS Survey by SalesHub helps businesses improve their customer experience. Our solution automatically collects customer feedback through various channels along the customer journey. By analyzing the quantitative and qualitative feedback, NPS Survey helps you immediately identify churning customers, derive the reasons for churn and alert stakeholders, as well as recover customers with personalized measures.
Prevent customer churn
Immediately recognize dissatisfied, potentially migrating customers from the customer feedback data directly in Salesforce.
Customer recovery
Quickly win back these customers with personalized measures. Use direct integrations to major email and CRM tools – and salesforce – to automate the process by sending emails, opening support tickets, and more.
Insights and alerts
Analyze the reasons for migration and automatically alert relevant stakeholders. Identify the problem areas that have the biggest impact on your business and track their development over time.
Action feedback to drive growth
Trigger sales, support, or customer service workflows based on feedback. Trigger surveys from Salesforce using Workflows. Set up NPS triggers based on data or events in Salesforce