NPS

Hi XXXX,

Just wanted to have a quick follow up with you to see if you have had some time to give us some feedback. There will be a reminder link sent out today. Should you not have received this, I can always send it personally.

Look forward to hearing from you.

Kind regards,

What are your thoughts

Dear XXXX,

I trust you are well and everything with “Company Name” in general

I see that you have been selected to fill out our NPS survey this month. This will be sent from Taylor Rhodes. I was wondering if you have had some time to look at this? I would kindly like to ask you to find the time to fill this out. It is very important to know how our customers are thinking about us.

We are keen to know what we need to continue doing, what we need to stop doing and what we need to potentially improve on. Look forward to your response.

Should you not have received the link, I can always personally send it across to you again.

Kind regards

Q&A

copy and paste jobbie

easy as pie

Closed loop process

• public ticket in zendesk
• follow up
• schedule call
• complete closed loop

How can you increase RR

• invite list
• standardized email
• cheatsheet/4 week plan

What is your process?

• Qlikview and how to use it

NPS Cheat Sheet

1)Do you know who is getting this month’s NPS?

a.Follow this link to find out who is getting surveyed this month and give you the option to resend the link - http://segsupportbi.rackspace.corp/npssend/

2)Are the people on that list who should not get the NPS or who doesn’t work there anymore?

a.Review your accounts to ensure that those who are selected for NPS on the account are relevant and not just mailing lists

3)Have you spoken to them recently?

a.If you have had any dealings with them recently maybe drop them an email, “how did it go and by the way have you heard about our quick survey…”

4)If you haven’t spoken to them recently?

a.It may be a bit out of the blue asking them to fill in a survey when you haven’t heard from them in a little while. Check the list before the first reminder goes out and engage with them (how are they doing? What are your business plans for 2013...)

5)Be careful of your Language

a.We’re not talking about your effing and blinding but more about what you call the: “survey”, “NPS”, “one quick question”. Be consistent with your language as it can confuse customers.

6)What did they score us last time?

a.Review previous NPS scores and see if there is anything we should/could do to improve and get a response.

7)Does your customer know what it is?

a.101 calls, Account Reviews, Customer Meetings. Use these to your advantage and remind your customer the importance of completing the question

8)Have you tried to reach out to non-responders?

a.The original email may have got lost in the customers filing systems. A customer would take note of an email sent by their SDM and it wouldn’t automatically be disregarded. Maybe a quick call would go down well.

9) Did your customer say they never received the NPS link?

a.Simple, use this link to resend the survey – http://segsupportbi.rackspace.corp/npssend/

10)Does your customer know the value of the survey?

a.Provide examples of what has changed as a result of NPS and name drop Taylor Rhodes out MD (referring to his reminder email) as it is seen by the top dogs.

The 4 Week Plan

Week 1 – Check invites

Week 2 – Survey Sent (first email)

Week 3 – The Follow Up (second email)

Week 4 – Last Chance

Mar '12 - Mar'13

42% 13% RR

• what is your process?
• how can we increase RR?
• how do you complete a closed loop?
• what are your thoughts?

60%

20% RR

NPS

Where do we want to be?

Where are we now?