Author Archives: Chad Keck

About Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

Analyze NPS with Machine Learning

Let’s play a game. Later in this post, I’m going to name three different machine learning service providers. Based on the one you pick, like a fortune teller, I’m going to tell you a little bit about yourself. Sound fun? Good. But first…

Machine Learning: the two most over-hyped words in today’s lexicon.

Seems like all machine learning is good for is asking Siri to play a song or self-driving cars that are far too expensive for me to afford. They have a saying here in Texas: all hat, no cattle.

But what if? What if machine learning could do useful things for me? Hard things? Things that actually saved me and my team time? Hours or even days of busy work? That adds up quickly.

What could machine learning do, though? That’s the big question. What is something that takes a lot of time, is very manual, and machines would be good at doing instead?

Analyzing Verbatim Feedback From NPS Surveys

Going through and tagging NPS results with trends/themes can be a manual and time consuming process. It’s also one of the most important differences between the companies getting the most out of NPS and the ones who just want the score to report to their boss.

Regular readers of this blog know that NPS can be used for so much more than just a score. NPS can be used for sales, used to get reviews, and even used to growth hack your business.

But I get it, who has time to slog through thousands of responses, tag them individually, and then review the graphs to get the insight needed to kick your NPS to the next level?

You do…

Introducing Promoter.io Machine Learning Powered Keywords

Important note: Keywords Analysis is NOT a replacement for tagging (how we power Trends Analysis), nor will it ever be. It’s a complementary form of analytics and does not auto-tag for you.

But if you don’t have the time to initially invest in manual analysis or just need a quick sanity check of top drivers of your customer sentiment, you can now access a one-click machine learning feature for NPS. I’m serious, one click, it’s that easy. Signup now and find out.

How We Did It (a.k.a. Time For The Game)

Finally, it’s time for the game! In order to build this killer feature, we had to evaluate a range of solutions. In the end, there were three clear leaders in the space:

  • IBM’s Watson (the one that won Jeopardy)
  • Amazon Comprehend
  • MonkeyLearn

They were all very good and comprehensive, but for our needs, one of these services stood out from the rest. The one you guess it is will tell me a lot about you.

If You Guessed IBM Watson …

… Then you’re the type of person who closely follows the tech news, but you’re probably once (or twice) removed from the everyday engineering… more of an executive type. CxO. Vice President.

You know that IBM Watson has its hands in everything from medical supplies to your taxes (thanks to H&R Block), but you haven’t looked under the hood to explore the APIs and evaluate the services for yourself.

If You Guessed Amazon Comprehend …

… Then you’re a builder. Someone who knows that Amazon Web Services are generally pretty terrific out of the box and have a lot of functionality that is a couple of years ahead of most other providers out there.

IBM Watson has made far more headlines, but for all the hype, the services are not really all there yet. It’s kind of a hodgepodge of APIs that don’t really work together well. IBM could well turn it around and take the lead, but right now they are flailing a little bit and letting competitors make up the lead.

If You Guessed MonkeyLearn …

… Then you should seriously come work for us, you’re clearly a genius. =) But really, most of you are probably like Monkey-What? Isn’t that a mailing list solution? (No. That’s MailChimp. Totally different.)

MonkeyLearn hits that sweet spot of being easy to use AND being extremely powerful.

Easy to use is a hard thing to pull off in machine learning land, trust us. And it’s also important because we want Promoter.io to be dead simple for you to use, and if our own tools are too complicated, they might end up confusing you.

The Power of Machine Learning In One Click

Too much of machine learning is either:

  • Too Dumb
  • Too Hard

We wanted to create the Goldilocks of machine learning. Something that:

  1. Solves a real problem
  2. Saves a LOT of time
  3. Takes one click

Did we succeed? There’s only one way to tell: Try It Today

This feature is in beta, and since Keywords Analysis is most useful for larger data sets, we’re only releasing this on our Grow plan and up (for now). So it’s not available to everyone, yet. But based on your feedback, we may evaluate expanding this to other account levels.

What do you think?

We are all using it here internally at Promoter.io for our own NPS surveys and it has surfaced some very actionable data from our feedback that wasn’t as obvious before. We hope it will do the same for you.

Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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The 5 Best (And Worst) Things You Can Do With NPS

The worst thing you can do with Net Promoter Score® (the best measurement of customer sentiment out there) is also the most common thing that most people do.

Before I tell you the mistakes, let me paint you a picture…

You hear about NPS from somewhere, most likely from seeing another company running a campaign, so you get curious.

You poke around. You sign up for the first NPS service you find in Google, manually import tons of data, and finally send off surveys to your customers or users.

Then you sit back and wait for the score to come in. You get your score, don’t really know what to do next, and forget about NPS because you think you are done.

Sound familiar? It’s such a common story that I have heard it a million times now. And it’s full of problems that results in absolutely no value to you or your organization.

If I just described you, here is what you’re missing out on:

  • Dramatically increased sales and revenue (from organic referrals and increased ARPU/LTV)
  • Significant reduction in customer churn from proactively identifying customers/accounts who are likely to cancel in the short-term
  • Turning passive consumers into active promoters of your business (they are susceptible to competition without strong engagement)
  • Creating a new marketing machine from scratch
  • Finding new business opportunities
  • Discovering what new features or products will really move the needle

That’s because you are not taking advantage of the best parts of the NPS system. It’s like working out without a training plan. You don’t just start lifting weights without knowing proper form or you could get seriously injured or simply see no measurable results.

Good NPS habits will give you exponentially more value from your customer engagement process. When you measure and act on NPS data correctly, you are implementing the best practices along with the standard techniques. Best practice NPS means doing the following:

  • A daily feedback loop
  • In-depth follow-ups and engagement
  • Scoring over time
  • Trend analysis (what is common among the open-text feedback)
  • Segment analysis (how does sentiment differ by variations in the customer base)
  • Mapping customer sentiment to revenue (short-term and long-term at-risk revenue, new revenue from promoters)
  • Individual’s historical sentiment trend

Let’s briefly discuss each of these best practices.

A daily feedback loop

The true power of NPS is in the follow-up, not in the score. It’s in talking to every single customer who replies to the survey and building a deeper relationship with them, which might or might not involve up-selling and cross-selling. But when you send all your surveys at once, you make it nearly impossible to spend enough time building those relationships.

Best Practice #1: For subscription and SaaS business models, sending out an NPS survey to each of your customers once per quarter, on a daily schedule is best (one survey every 90 days). That will ensure that you can create a daily feedback loop where you have time to respond to every single customer who takes the time to fill out your survey and that you have multiple touch points throughout the customer lifecycle.

For transactional business models, aim to survey the customer shortly after a purchase or event, but with enough time to use or reflect on the purchase. Optionally for larger and more important customers you can run a cadence of surveys, for example: 10 days post-purchase, 6 months post-purchase, 12 months post-purchase.

Brand and product sentiment can change thought the customer lifecycle so make sure you plan to understand how and why this might increase or decrease over-time.

In-depth follow-ups and engagement

When you send a survey and someone takes their time to respond to your survey, it’s rude not to respond personally and thank them for their time. Even though that’s what everyone else does. You could do an auto-responder, but that’s almost just as bad as not responding at all. You are essentially halting the conversation there and ensuring you will not be juicing the potential for NPS any further.

Best Practice #2: Always follow-up personally with every single person who submits an NPS survey. At the very least, thank them for their score and any feedback they provided so they know you are not a robot. But ideally use it as an opportunity to learn more and show you’re listening. Ask more questions. Build relationships. If they give you a score of 10, give them specific examples of ways they could promote your stuff to others. If they give you a score of 1, ask them what problem they have that isn’t being solved or how you might earn that recommendation in the future.

Measure changes in score over time

You don’t want to just send one NPS survey and never gather more data. The trend of your NPS score is far more important than the score itself. After all, customer sentiment changes constantly as I’ve mentioned, which is why regular touch points are critical. But on the other hand, if you are agile and keep adding features and functionality to your service, you don’t want to be overwhelming your customers by sending the same customer a dozen different NPS surveys a year.

Best Practice #3: The best practice for tracking trends over time is to send any individual customers four NPS surveys per year. If you follow the once per quarter or 1% of your customers per day rule, it will automatically work out to re-send each customer four surveys per year.

Segment Analysis

Many people send an NPS survey, get their score, and think they are done right there. But the more time you spend with your data, the more you can learn from it. Then you can start prioritizing what you spend your time on before you send your next survey.

Best Practice #4: Get in the habit of tagging the NPS results so that you can segment and categorize them. That’s how you can learn the top reasons people love or hate your product or service. You can prioritize creating a feature to address your weak areas and then over time watch how feedback for that segment improves.

Promoter provides two unique abilities here. Segment customers and sentiment by data you already have (we call these custom attributes) and drill-down into customer segments. We also allow you to apply trend tags based on open-feedback and apply sentiment to each so you get a clear picture of the drivers behind your promoters and detractors.

Individual’s historical sentiment trend

Customer Relation Management (CRM) systems like Salesforce help salespeople track their interaction with customers. But these systems can be complex and if you’re a small organization, you might not have a need for something that powerful yet. But if you could identify customers who were giving you progressively higher (or lower) scores, you would be able to predict ahead of time that things were going right (or wrong) and have time to fix it.

Best Practice #5: Since you should be sending 1% of your customers an NPS survey every day (which works out to 4 surveys per-year for each customer), you should be reviewing historical sentiment trends for your customers every year. Categorize them into three groups: customers whose scores are getting better, worse, and staying the same. Then take corrective action.

The Net Promoter Score® is a system that can help you achieve many of your goals in running a business. Or it can just be a number that is measured and forgotten about. It is your choice. The customers at Promoter.io that have fully integrated all of our suggestions have found it makes a significant and measurable difference to their bottom line. That’s why we have worked so hard to make implementing these suggestions as easy as possible into our product. So try Promoter.io for free and find out how easy it is to transform your business using NPS today.

Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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6 Ways to Leverage Promoters That You Might Not Be Doing Yet

The Net Promoter Score basically has just one simple question:

How likely are you to recommend our product/service to friends and colleagues?

But most people miss out on a huge opportunity. Most people just collect the score, track it in a spreadsheet, report it to their boss and move on.

Most people assume that if they get a score of 9 or 10 from someone, that they will inherently start recommending the service to their friends.

The truth is that even if someone is predisposed to recommend your service, they might not know HOW or to WHOM they should recommend it to. They may be perfectly willing to sing your praises, but not know the appropriate way to do it.

Asking everyone you know to tweet a link might feel like a weird thing to do. But if someone gives you a score of 9 or 10, they are basically giving you permission to tell them how. There is no reason to be bashful about telling your promoters explicitly how they can promote you.

So how do you make the most of self-identified promoters?

1. Referral Program

If someone has told you they are willing to promote your service, why not give them even more incentive to do so?

Affiliate/referral marketing programs sometimes have a sleazy reputation online, but think about Dropbox and Mailchimp whose growth engines are based on their referral programs. There is nothing wrong with promoting products you sincerely love.

If building your own referral program is too hard or will take too long, you can look into Rakuten Affiliate Network, SaaSquatch, Commission Junction, or ShareASale.

2. Asking To Leave Reviews (Yelp, Amazon, etc)

One of Promoter.io’s NPS platform customer’s recently emailed us with a problem. They sold a niche product that not everyone would be excited about. When they tried to engage their most engaged promoters, the promoters explained they didn’t know anyone else who would want their product.

There is a simple solution to this problem: ask customers to leave a review online (Yelp, Amazon, Google, iTunes, etc). From our experience, only 1 in 100 customers will leave a review. Sometimes the number is a lot worse.

The fact is that the majority of your customers have likely never left a review for any product for any reason. It’s not that they are opposed to doing so, they simply never thought of doing it before and don’t realize how valuable a positive review is for an online business.

So next time you want to leverage your promoters, ask them to leave a review so that others can find your product more easily.

3. Testimonials

If referral programs and leaving reviews still feels like too big of an ask for your happy customers, one of the easiest ways to leverage them is asking for a simple testimonial.

After all, they probably already gave you a great testimonial quote already when you asked the second NPS question: What was the biggest reason for giving us that score?

If they gave you a 9 or 10 and they told you why they gave you such a good score, chances are it’s a rave review already. So all you have to do is ask for permission to use the statement publicly on your homepage or sales content.

Alternatively, if you are asking them to leave public reviews on Amazon or Yelp already, you can copy their public reviews and reuse them on your homepage or email sales copy.

4. Social Sharing

Asking people to tweet or facebook a promotional message has a very limited effect. After all, the click-through rate on average Twitter links is generally far less than 1% and Facebook does everything they can to make you pay for all your promotions.

And yet, though least effective, this is often the one way people try to leverage promoters the most.

A more effective way to leverage social sharing is by combining it with testimonials. Nobody likes a braggart (we have the BEST service on the Internet), but if you are just quoting a happy customer (John says we have the BEST service on the Internet), it entirely changes the tone of your message.

Queue up a barrage of tweets and facebook posts using Buffer or SocialOomph that are all customer testimonials. Mix it in with useful posts and inspiring quotes so that people aren’t turned off by your messages. See Gary Vaynerchuck’s book on the subject for more information about this technique: Jab, Jab, Jab, Right Hook.

5. Send Them Swag To Wear

If I tried to sell you a cheap plastic water bottle for $10, chances are you would punch me in the face. If I tried to sell you the same water bottle with your favorite sports team logo on it, you would think I was giving you a great price.

People love stuff that shows off the brands they most admire. If you have built a product or service that people feel that way about, then do your customers a service and get them branded swag.

A great example of this is the Evernote Market. But you can give away your swag for free if you want extra brownie points. Alternatively you could even offer free swag if they leave an honest review, but check all the terms of services before you do that.

If you want to know where to make swag, start with 4imprint, StickerMule, Printfection, Swag Expert, and Scout Books.

6. Leverage testimonials in FB advertising, target similar profiles using lookalikes

Many of my startup friends have played with Facebook advertising, and they have all reached the same conclusion: It doesn’t work. You spend a lot of money and get very poor results. Then they give up and never look back.

That’s a big mistake!

Facebook advertising can be extremely cost effective when done correctly. Unfortunately most people don’t know how to run effective Facebook campaigns.

The key in all social media advertising is to find the right target audience for whom your message will resonate strongly. If you are advertising an NPS service to 65 year old retired people, you are wasting your money and Facebook will be able to tell your ad isn’t resonating. In some cases Facebook will even turn your ad off for you when people don’t engage with it.

One way to target a specific audience is by using your existing customers and creating a lookalike group from their profiles. Facebook lets you upload a list of email addresses and will use their machine learning algorithms to pick the 1-2 million people most similar to your customers in any given country. Take a look at this step-by-step tutorial if want more information about this technique.

And when making your Facebook ad, use the testimonials you gathered from the previous steps to get the best results.

Conclusion

Don’t let the score be the end of your NPS campaign. It should just be the beginning. Identify your most excited promoters and give them specific instructions on what to do next. Don’t be bashful when they have already opened the door by giving you a great score.

Do you have a creative way to engage with promoters that we haven’t listed? Leave it in the comments!

Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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Deconstructing Apple’s Transactional NPS Survey

step0It was fun to pick apart T-Mobile’s NPS mistakes recently. So when I bought a shiny newMacBook Air online, I was very curious to receive an email asking about my shopping experience. After all, we all know Apple is a world leader in NPS score.

How does the world’s NPS leader measure their own NPS?

It was not at all what I was expecting to see! Apple’s system to measure NPS does not abide by many of the principles laid out in this blog. However, it may or may not be a bad strategic decision specifically because it is Apple. Today we will review what Apple does right, wrong and just plain ugly when measuring NPS.

[NOTE: See bottom of the post for the entire survey in full]

Point #1: Not In-App NPS

Apple could have easily chosen to embed the NPS survey into their shopping cart directly. Certainly the response rate could have been higher if they did, since only a fraction of people will end up opening the email and then only a smaller fraction will click the survey and only the smallest fraction will end up finishing the survey.

But Apple chose (wisely) to use the more intimate and personal email for measuring NPS and the overall customer experience. We have already discussed (to some heated debate in the comments) why in-app NPS is a mistake, so I won’t rehash the reasons for doing email NPS campaigns. But I was glad to see Apple making the right choice here.

Point #2: The Email Subject Line

The email received from Apple had some strengths and some weaknesses. The subject line was a big weakness. To understand why, let’s understand how people read email…

According to data from the US Consumer Device Preference Report: Q4 2013, way more than half of all email — a full 65 percent — is now being accessed via mobile devices in the U.S.

~VentureBeat

If people are reading email on phones, subject lines must be smaller. The subject line for Apple’s NPS is “How was your Apple Online Store shopping experience?”

Sure it is descriptive, but on a phone the only thing you can see is “How was your Apple…”

For Apple, this mistake is not such a big deal. That’s because their brand is so strong that when you get an email from Apple (no matter what the subject) you are very likely to see what is says.

But for smaller brands, using a shorter email subject will get you higher engagement rates. One that teases about what might be in the email. For example: “Following up” is a great email subject line. It is short and readable, and yet makes you want to know what the person is following up about. Let the email content do the explaining, let your email subject grab their attention.

Point #3: The Email Content

Apple did a good job with their email content. They begin with gratitude. “Thank you for shopping with us.” It would be an even stronger email if it could be slightly more customized: “Thank you for recently buying a MacBook Air.” Even though it is obviously an automated message, that little detail makes me feel like I am a particularly important customer of theirs.

Then they avoid a big mistake we have seen before. They do not offer any incentive for filling out their survey. In an attempt to get higher click rates, I have seen companies offer bribes (usually some kind of sweepstakes giveaway or gift card) to take their surveys.

These incentives ultimately get people to just fill out the forms as quickly as possible and put random data in them. That’s of no use to you, so I was glad to see Apple avoiding this mistake.

Point #4: The Placing of the NPS Question

Apple decided to put the NPS question 3rd behind how satisfied the customer was and how likely they are to purchase again.

At Promoter, we believe that of all surveys, the NPS survey is uniquely positioned to transform the growth trajectory of a business. Apple clearly isn’t unlocking NPS’s potential as asking numerous questions reduces the overall effectiveness.

I should also note that NPS can already tell you who your “satisfied” customers are (hint: the passives) and predict future purchase behavior anyways. No point in making the survey harder to complete.

More questions = Lower response / completion (yes, it’s that simple)

Point #5: The Placing of the Open-Ended Question

The open-ended follow-up question that usually comes with NPS is put at the end of Apple’s survey. This is a big mistake if you actually want feedback and plan to follow-up with your customers after the survey.

Also, Apple’s wording is a little funny: “Anything else on your mind?”

At Promoter.io, we have sent millions of NPS surveys and the most effective open-ended question we have found is: “What is the most important reason for your score?”

It is more specific and invites people to offer more constructive criticism.

Point #6: The Number of Questions

This is one aspect I simply couldn’t understand about Apple’s survey. It had over 23 questions in 15 separate steps. When running NPS, the rule of thumb is: With each added click or question, your chances of someone opting out of a survey drop 50%.

By this estimate, we can calculate that the total response rate for this survey is approximately:

0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 * 0.50 = 0.000012%

When you are Apple, and you sell 300 million devices a year, that means you still get 36 people to fill out this entire form in detail every single year (!!!). Of course there is going to be far more data collected with this survey than 36, since they are collecting the data incrementally as people send it in. Also, after a certain number of questions, if people have answered 10 questions they will be very likely to answer 20 questions as well. So they will get far more than 36 surveys completed. I would guess that around 1% of their 300,000,000 surveyors who click on the survey fill it out entirely. That’s still 3,000,000 responses.

But if you limit your survey to just 2 questions, imagine the volume of data they would collect. In Apple’s case, that volume might be too large, which is why they feel it’s ok to ask so much. But if you are selling hundreds or thousands of your product a year, not hundreds of millions, you might want to think hard before asking so many questions.

The quality and quantity of responses are both critically important.

Point #7: Unnecessary Questions

Given how many questions were asked on this survey, it raises the question of how many of these questions are necessary in the first place. For example, Apple asks if the customer scheduled an appointment for a video setup session afterwards. This seems like something they should be able to detect on their own.

Especially when you have too many questions in your survey, it’s important to see how much data collection in the survey can be automated.

Point #8: The Shipping Question

Another rule of thumb when constructing your survey questions is that, the likelihood that your customer will respond to a question is directly related to how many potential choices you provide them as answers.

Look for example at the shipping question in the middle of the survey. “Which of the following best describes when your item(s) were received?”

There are 8 potential answers you can click on. The chances that someone will read through all 8 and pick the appropriate one are slim to none. I wager to bet that most of the responses are “Don’t know/not sure” simply because people don’t want to have to read through so many options.

Point #9: The Time to Fill Out Survey

Along with the sheer length of this survey, it takes forever to fill out. For me, it took about 15-20 minutes. And, I consider myself pretty proficient at filling in things on my mobile device. How many people are really willing to sit for 15-20 minutes for any task these days? The average person spends 15 SECONDS on any given website at a time. So expecting people to spend 15 minutes on your survey is a big mistake. Again, if you are dealing with millions of surveyors per year, you can deal with gathering data from that small sub-section that are willing to take their time to do this. But then you have to ask yourself if the data you are getting is poisoned by coming from a self-selected group of people that have long attention spans and nothing better to do with their time. How valuable is that data really going to be?

Point #10: The Follow-Up To NPS

The worst part of Apple’s NPS survey is that after I spent 20 minutes, I got absolutely nothing but a thank you screen.

I’m not saying that Apple should call each and every person who responds to their survey and thank them personally (though that would be pretty freaking awesome). But if a customer spends 20 minutes of their time giving you their valuable input, it seems like they deserve some consideration.

Again, not a gift card or anything tangible. But a sincere personalized thank you that takes my feedback into account and shows that someone actually read it and it didn’t just end up in a void (which I am sure that in this case it did).

And, as I have pointed out countless times before on this blog, the NPS follow-up is the most important growth driver for doing NPS right. That’s why I give you a free cheat sheet to make it really easy for you to know how to respond when customers do give you feedback. No matter what that feedback is (positive, neutral or negative).

Conclusion

Screen-Shot-2015-11-12-at-8.32.52-AMA lot of what Apple does with this survey only makes sense in the context of a company getting millions of customers every year. But I hope that deconstructing Apple’s survey has helped you see your own surveys in a different way. Even the best of the best has room for improvement (a lot of it).

To give credit where credit is due, Apple does a better job than anyone at curating Promoters who have a big hand in growing their brand. Their promoters, advocates, “fanboys”, whatever you may call them are their single biggest growth channel.

We will keep our eye out for more big companies and their NPS surveys to see what else we can learn, so subscribe to the blog for more updates.

apple-nps-infographic

 

Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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Shortcuts for Finishing NPS Follow-Ups in Record Time

I hear from Promoter.io customers all the time about how the pratices we teach, our take on the NPS system with a focus on personalized follow-ups has transformed their business.

We have even created a free cheat sheet that has 11 detailed examples of how to follow-up to users no matter what score they give you. We have already thought through the psychology of it so you don’t have to.

But as we all know, simple is not easy. And finding time to do personal follow-ups with every customer who responds to NPS surveys can sometimes feel impractical. Just listen to one of our customers, Illoh:

Chad, this is pretty interesting I must say. Could be so time consuming too that one may have to hire an assistant to manage NPS all on its own :).

Today we wanted to share with you some of the shortcuts we have developed for completing the techniques we recommend in record time. For many of our customers, implementing these practices can speed up their NPS survey response time by 3-5 times.

Shortcut Tip #1: Use a Text Auto-Expander

If you have upgraded to OS X El Capitan (10.11), there is a little-know feature that you might not have heard of before. Go into your System Preferences and click on Keyboard…

Screen-Shot-2015-11-06-at-5.04.21-PM

Then click on Text…

Screen-Shot-2015-11-06-at-5.04.33-PM

Finally, on the keyboard text screen you can fill in shortcuts that will automatically expand into larger templates.

Screen-Shot-2015-11-06-at-5.04.46-PM

If you haven’t updated to El Capitan, but are still using a Mac, you can download TextExpander to accomplish the same feature. If you are on Windows or Android, you can look at PhraseExpress.

IMPORTANT NOTE: Although you can put a good amount of text here, you should not just send vanilla pre-made copy without customization. There should be places within the copy that you personalize so that the message is unique to every person.

Shortcut Tip #2: Send NPS Surveys To Only 1% Of Your Users At A Time

We have talked about this in previous blog posts, but we can’t stress the point enough. If you send large campaigns all at once, you will not only be limited to point-in-time data that doesn’t take into account new feature releases, but you will also be overwhelmed with too many surveys to respond to at once.

If you survey a small percentage of your users every day, you split up the work into manageable amounts. Especially when you combine this with text auto-expanders, a huge job can be made much better this way.

If you use Promoter.io, you can do this automatically with a feature we call DRIP NPS. When creating a new campaign, all you need to do is select “Drip” instead of of “Instant” and pick the time period over which you want to distribute your surveys.

Screen-Shot-2015-11-06-at-5.04.57-PM

EXTRA TIP: If you select 90 days, it is equivalent to sending 1% of your users a survey every day. If you want to send 2% of your users every day, you can pick 30 days or if you want 0.5% of your users every day, you can pick 180 days.

Shortcut Tip #3: Try Using The Pomodoro Method

The pomodoro timer technique has helped people do any task faster: email inbox zero, social media management, writing books, building apps. The idea is simple: get into a flow state by focusing exclusively on one thing for 25 minutes at a time.

During that time, it’s important you don’t get distracted by anything. You can use a variety of timers (like the alarm on your phone, or this simple website can help you). I personally like to use a Mac App called Pomodoro Time.

During the 25 minutes, all you focus on is following up with your NPS survey responses. If you can’t finish in 25 minutes, take a 5 minute break and then do another pomodoro session. If you find yourself too distracted during your pomodoro session, you can get apps that will turn off your internet for you. On Mac or Windows you can use Freedom.

Conclusion

Doing NPS right doesn’t need to be a burden on your time. Using the right combination of productivity tools and tips can dramatically save you time. And, the value you will gain will be completely worth it.

You will be able to build deeper authentic relationships with your customers in a fast and natural way. You will be able to get your customers to turn into active promoters, not just passive consumers. And, you will get valuable feedback you can use to improve your product and service. You can even use NPS feedback in unexpected ways.

Do you have any productivity tips? Leave them in the comments below.

Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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