Apr 10, 2022
In Unravel Ideas & Questions
Let's get to the point. 2. How to use NPS correctly There is no one-size-fits-all SaaS metric that can help companies make all product decisions. NPS is just one piece of the puzzle. Knowing when and how to use this indicator makes a big difference. 1. When not to use NPS Don't use NPS when a company wants to know exactly how many people like the product and how many don't. Because different customer groups respond to NPS very differently. If NPS research is collected without segmenting customers, it's likely that you'll end up with a long list of NPS results that do little to help your users respond. If there is no clear user group, or a group that is statistically too small, the NPS score will not reveal much information about user sentiment, just a generalization. 2. When to use NPS When businesses collect massive amounts of customer data — their preferences, geographic locations, buying habits, and more. Combine this information with product advantages to segment customer groups, and combine NPS applications. For those active users who regularly use the product, conduct sms marketing service surveys through the product during their use. At this point, customers are more likely to respond and give honest and thoughtful feedback. Consider setting it to only fire for certain groups of customers at a time. and create!