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Net Promoter Score: Gauge the Status of Your Product

Tessa Kriesel
February 08, 2020

Net Promoter Score: Gauge the Status of Your Product

Net Promoter Score is a one-question survey asking how likely someone is to recommend your product to their friends or colleagues. Based on those results, there are a number of things you can do with that data. You may need to triage unsatisfied customers, engage with passive customers and leverage your promoters for marketing efforts.

What You Will Learn:

- How to implement Net Promoter Scores in WordPress
- What scores mean & how to evaluate them
- Next steps for how to work with your customers
- Ways to leverage your happiest customers

Tessa Kriesel

February 08, 2020
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Transcript

  1. NET PROMOTER
    SCORE: GAUGE
    THE STATUS OF
    YOUR PRODUCT
    @TESSAK22 SLIDO.COM #WCPHX

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  2. ABOUT ME
    • Love Obsessed with Dogs
    • Shoot Archery
    • Passionate about teaching others
    TESSA KRIESEL
    HEAD OF DEVELOPER COMMUNITY
    Twitter

    FOUNDER / CONSULTANT
    Devocate
    @TESSAK22 SLIDO.COM #WCPHX
    @tessak22

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  3. ONE QUESTION
    On a scale of 0 to 10, how likely are you to recommend this
    company’s product or service to a friend or a colleague?
    @TESSAK22 SLIDO.COM #WCPHX

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  4. APPLYING THIS IN WORDPRESS
    @TESSAK22 SLIDO.COM #WCPHX

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  5. @TESSAK22 SLIDO.COM #WCPHX

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  6. THE MATH
    Number of promoters − Number of detractors
    Number of responses
    100

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  7. YOUR SCORE
    The score is a whole number that ranges from -100 to
    100, and indicates customer happiness with your brand
    experience.
    Most companies have scores around 31 to 50, but that
    can vary by industry.
    View Industry Benchmarks

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  8. DETRACTOR
    @TESSAK22 SLIDO.COM #WCPHX
    This typically represents unhappy customers who did not have a positive
    experience and are unlikely to buy from you again or recommend you in
    the future.

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  9. PASSIVE
    @TESSAK22 SLIDO.COM #WCPHX
    They generally had a good customer experience, but are not positive advocates of
    your business.

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  10. PROMOTER
    @TESSAK22 SLIDO.COM #WCPHX
    These are the most loyal customers and are key to good word-of-mouth and
    advocacy.

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  11. ABOUT ME
    • Love Obsessed with Dogs
    • Shoot Archery
    • Passionate about teaching others
    TESSA KRIESEL
    HEAD OF DEVELOPER COMMUNITY
    Twitter

    FOUNDER / CONSULTANT
    Devocate
    @TESSAK22 SLIDO.COM #WCPHX
    @tessak22

    View Slide