Grow Your SaaS Through an NPS Survey!

Grow Your SaaS Through an NPS Survey!

Grow Your SaaS Through an NPS Survey!

Arpit Chhikara

|

Arpit Chhikara

|

Arpit Chhikara

Arpit Chhikara

What if you could know which customers will be your advocates and which ones will prevent new entrants? The NPS survey will reveal this.

What if you could know which customers will be your advocates and which ones will prevent new entrants? The NPS survey will reveal this.

What if you could know which customers will be your advocates and which ones will prevent new entrants? The NPS survey will reveal this.

SaaS is all about scaling and reaching the maximum number of customers. While a conventional customer satisfaction survey can help identify gaps in the user experience and overall satisfaction, the NPS survey is often a better indicator. NPS stands for Net Promoter Score, and going beyond customer satisfaction, it reveals how likely are you to recommend the product.

NPS: Path to Customer Loyalty Insights

NPS is a customer loyalty metric often found in the answer to a short and clear question: "On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" Based on the answers, you can divide the customer into three groups:

Source

  1. Detractors (0-6): These are unsatisfied customers who could hamper your growth. They are not interested in positive word of mouth because they don’t find your product as valuable as you may think it is. It makes sense to interact with them via a customer feedback form and know their pain points in detail.

  2. Passives (7-8): This is what we can call the indifferent segment - neither unhappy nor excited. While seemingly content, this customer segment is vulnerable to competitor offerings because of better features, pricing, or customer services. They may not vocally express this desire to shift from your tool, but via the NPS survey, they reveal their concerns, which you can dig deeper into and turn into promoters.

  3. Promoters (9-10): In this segment are your loyal customers who speak highly of your product and actively recommend it to others via word-of-mouth marketing. Harnessing customer loyalty from this segment is the way to go for organic growth, something that Figma did in its early days, and reinforcing your brand's reputation.

How to Find NPS From Survey Data

The advantage of the NPS survey is its simple computation. There is no long form to build with a dozen NPS survey questions. Go ahead with this question and plan how to branch out the form according to the responses.

Source

A good rule of thumb is subtracting the percentage of detractors from the percentage of promoters. A high NPS score indicates a thriving customer community filled with brand loyalty, while a low score asks for immediate attention to customer problems and their resolution.

But the journey doesn't end with the score. The qualitative data and the reasons behind the scores hold the actual value after the NPS survey results are out. Understanding why the prompters are excited to promote could also help frame the marketing strategies.

NPS Survey: Go beyond the Score

The following steps can be taken after the NPS survey results are out.

Prioritize Enhancements

NPS survey data often reveals what is most important to your customers and what they want but are not getting. This could be a feature request, customer support, quicker bug resolution, or something else. Start by addressing the concerns of your detractors and passives, as they are the biggest obstacle to your SaaS growth. Next, cultivate your promoters and turn them into brand ambassadors.

Monitor Progress and Set Objectives

Regularly conducting an NPS survey allows you to track your progress and identify areas for improvement without relying on customer churn to take action. Set achievable goals, such as turning X% of detractors into passives, and track your performance before rolling out another NPS survey. Repeat this process until you lower your churn rates, for instance, to half.

Complete the Feedback Loop

Tell your detractors that their voices have been heard. Get on a call with them, send out a customer feedback form, and constantly check whether their problems have been fixed. For the promoters, organize online events and virtual meetups and send them discount coupons for various tools they use. Tactics like this are the way to retain their loyalty.

Benchmark Against Competitors

NPS benchmarks are available across industries, and there are various NPS tools to check out. These NPS tools let you assess your standing against competitors since the benchmarks are for specific industries and use cases.

Source

Use this information to identify ways to differentiate yourself from the competition and take this message out there to prevent detractors from spreading negative word-of-mouth.

The Path Ahead With NPS Survey

To sum it up, NPS is not just a metric, and an NPS survey is a powerful tool for understanding your customers. It helps foster loyalty and grow the reach of your SaaS product. By leveraging the NPS survey's simplicity, using insights from the data, and taking action, you can become as customer-centric as Amazon.

Keep in mind that in the SaaS industry, companies that truly listen to their customers and build their products around their needs are the ones that survive in the long run. Keep asking, “How likely are you to recommend…” and see your SaaS growth skyrocket.

Try WorkHack to make an NPS survey and deploy AI as you build your form.

SaaS is all about scaling and reaching the maximum number of customers. While a conventional customer satisfaction survey can help identify gaps in the user experience and overall satisfaction, the NPS survey is often a better indicator. NPS stands for Net Promoter Score, and going beyond customer satisfaction, it reveals how likely are you to recommend the product.

NPS: Path to Customer Loyalty Insights

NPS is a customer loyalty metric often found in the answer to a short and clear question: "On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" Based on the answers, you can divide the customer into three groups:

Source

  1. Detractors (0-6): These are unsatisfied customers who could hamper your growth. They are not interested in positive word of mouth because they don’t find your product as valuable as you may think it is. It makes sense to interact with them via a customer feedback form and know their pain points in detail.

  2. Passives (7-8): This is what we can call the indifferent segment - neither unhappy nor excited. While seemingly content, this customer segment is vulnerable to competitor offerings because of better features, pricing, or customer services. They may not vocally express this desire to shift from your tool, but via the NPS survey, they reveal their concerns, which you can dig deeper into and turn into promoters.

  3. Promoters (9-10): In this segment are your loyal customers who speak highly of your product and actively recommend it to others via word-of-mouth marketing. Harnessing customer loyalty from this segment is the way to go for organic growth, something that Figma did in its early days, and reinforcing your brand's reputation.

How to Find NPS From Survey Data

The advantage of the NPS survey is its simple computation. There is no long form to build with a dozen NPS survey questions. Go ahead with this question and plan how to branch out the form according to the responses.

Source

A good rule of thumb is subtracting the percentage of detractors from the percentage of promoters. A high NPS score indicates a thriving customer community filled with brand loyalty, while a low score asks for immediate attention to customer problems and their resolution.

But the journey doesn't end with the score. The qualitative data and the reasons behind the scores hold the actual value after the NPS survey results are out. Understanding why the prompters are excited to promote could also help frame the marketing strategies.

NPS Survey: Go beyond the Score

The following steps can be taken after the NPS survey results are out.

Prioritize Enhancements

NPS survey data often reveals what is most important to your customers and what they want but are not getting. This could be a feature request, customer support, quicker bug resolution, or something else. Start by addressing the concerns of your detractors and passives, as they are the biggest obstacle to your SaaS growth. Next, cultivate your promoters and turn them into brand ambassadors.

Monitor Progress and Set Objectives

Regularly conducting an NPS survey allows you to track your progress and identify areas for improvement without relying on customer churn to take action. Set achievable goals, such as turning X% of detractors into passives, and track your performance before rolling out another NPS survey. Repeat this process until you lower your churn rates, for instance, to half.

Complete the Feedback Loop

Tell your detractors that their voices have been heard. Get on a call with them, send out a customer feedback form, and constantly check whether their problems have been fixed. For the promoters, organize online events and virtual meetups and send them discount coupons for various tools they use. Tactics like this are the way to retain their loyalty.

Benchmark Against Competitors

NPS benchmarks are available across industries, and there are various NPS tools to check out. These NPS tools let you assess your standing against competitors since the benchmarks are for specific industries and use cases.

Source

Use this information to identify ways to differentiate yourself from the competition and take this message out there to prevent detractors from spreading negative word-of-mouth.

The Path Ahead With NPS Survey

To sum it up, NPS is not just a metric, and an NPS survey is a powerful tool for understanding your customers. It helps foster loyalty and grow the reach of your SaaS product. By leveraging the NPS survey's simplicity, using insights from the data, and taking action, you can become as customer-centric as Amazon.

Keep in mind that in the SaaS industry, companies that truly listen to their customers and build their products around their needs are the ones that survive in the long run. Keep asking, “How likely are you to recommend…” and see your SaaS growth skyrocket.

Try WorkHack to make an NPS survey and deploy AI as you build your form.

SaaS is all about scaling and reaching the maximum number of customers. While a conventional customer satisfaction survey can help identify gaps in the user experience and overall satisfaction, the NPS survey is often a better indicator. NPS stands for Net Promoter Score, and going beyond customer satisfaction, it reveals how likely are you to recommend the product.

NPS: Path to Customer Loyalty Insights

NPS is a customer loyalty metric often found in the answer to a short and clear question: "On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?" Based on the answers, you can divide the customer into three groups:

Source

  1. Detractors (0-6): These are unsatisfied customers who could hamper your growth. They are not interested in positive word of mouth because they don’t find your product as valuable as you may think it is. It makes sense to interact with them via a customer feedback form and know their pain points in detail.

  2. Passives (7-8): This is what we can call the indifferent segment - neither unhappy nor excited. While seemingly content, this customer segment is vulnerable to competitor offerings because of better features, pricing, or customer services. They may not vocally express this desire to shift from your tool, but via the NPS survey, they reveal their concerns, which you can dig deeper into and turn into promoters.

  3. Promoters (9-10): In this segment are your loyal customers who speak highly of your product and actively recommend it to others via word-of-mouth marketing. Harnessing customer loyalty from this segment is the way to go for organic growth, something that Figma did in its early days, and reinforcing your brand's reputation.

How to Find NPS From Survey Data

The advantage of the NPS survey is its simple computation. There is no long form to build with a dozen NPS survey questions. Go ahead with this question and plan how to branch out the form according to the responses.

Source

A good rule of thumb is subtracting the percentage of detractors from the percentage of promoters. A high NPS score indicates a thriving customer community filled with brand loyalty, while a low score asks for immediate attention to customer problems and their resolution.

But the journey doesn't end with the score. The qualitative data and the reasons behind the scores hold the actual value after the NPS survey results are out. Understanding why the prompters are excited to promote could also help frame the marketing strategies.

NPS Survey: Go beyond the Score

The following steps can be taken after the NPS survey results are out.

Prioritize Enhancements

NPS survey data often reveals what is most important to your customers and what they want but are not getting. This could be a feature request, customer support, quicker bug resolution, or something else. Start by addressing the concerns of your detractors and passives, as they are the biggest obstacle to your SaaS growth. Next, cultivate your promoters and turn them into brand ambassadors.

Monitor Progress and Set Objectives

Regularly conducting an NPS survey allows you to track your progress and identify areas for improvement without relying on customer churn to take action. Set achievable goals, such as turning X% of detractors into passives, and track your performance before rolling out another NPS survey. Repeat this process until you lower your churn rates, for instance, to half.

Complete the Feedback Loop

Tell your detractors that their voices have been heard. Get on a call with them, send out a customer feedback form, and constantly check whether their problems have been fixed. For the promoters, organize online events and virtual meetups and send them discount coupons for various tools they use. Tactics like this are the way to retain their loyalty.

Benchmark Against Competitors

NPS benchmarks are available across industries, and there are various NPS tools to check out. These NPS tools let you assess your standing against competitors since the benchmarks are for specific industries and use cases.

Source

Use this information to identify ways to differentiate yourself from the competition and take this message out there to prevent detractors from spreading negative word-of-mouth.

The Path Ahead With NPS Survey

To sum it up, NPS is not just a metric, and an NPS survey is a powerful tool for understanding your customers. It helps foster loyalty and grow the reach of your SaaS product. By leveraging the NPS survey's simplicity, using insights from the data, and taking action, you can become as customer-centric as Amazon.

Keep in mind that in the SaaS industry, companies that truly listen to their customers and build their products around their needs are the ones that survive in the long run. Keep asking, “How likely are you to recommend…” and see your SaaS growth skyrocket.

Try WorkHack to make an NPS survey and deploy AI as you build your form.

Employee Pulse Survey: Measuring Results the Right Way

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Framing pulse survey questions for employees is an important step in any pulse survey to gather unbiased data. Only then can the right action steps be taken.

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Employee Pulse Surveys and Poor Completion Rates.

When employee pulse surveys are boring, nobody fills them out, and they fail to meet their goal. How can the completion rates be increased?

Why Nobody Fills Your Pulse Survey?

Why Nobody Fills Your Pulse Survey?

Nobody will fill out your pulse survey unless you have the right set of employee engagement pulse survey questions. So, how do we prevent drop-offs?

Grow Your SaaS Through an NPS Survey

Grow Your SaaS Through an NPS Survey!

What if you could know which customers will be your advocates and which ones will prevent new entrants? The NPS survey will reveal this.

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Employee Pulse Survey: Measuring Results the Right Way

Employee Pulse Survey: Measuring Results the Right Way.

In an employee pulse survey, measuring results is how you take action and improve work culture, team dynamics, and employee satisfaction.

What to Do After Pulse Survey Results?

What to Do After Pulse Survey Results?

Pulse survey questions reveal insights that must be acted upon once measured. But what are these action steps for different types of results?

How to Frame Pulse Survey Questions?

How to Frame Pulse Survey Questions?

Framing pulse survey questions for employees is an important step in any pulse survey to gather unbiased data. Only then can the right action steps be taken.

How to Make an Employee Pulse Survey as per Company Size

How to Make an Employee Pulse Survey as per Company Size?

Merely conducting an employee pulse survey is not the end. Different questions need to be asked for companies of different sizes.

Employee Pulse Surveys and Poor Completion Rates

Employee Pulse Surveys and Poor Completion Rates.

When employee pulse surveys are boring, nobody fills them out, and they fail to meet their goal. How can the completion rates be increased?

Why Nobody Fills Your Pulse Survey?

Why Nobody Fills Your Pulse Survey?

Nobody will fill out your pulse survey unless you have the right set of employee engagement pulse survey questions. So, how do we prevent drop-offs?

Grow Your SaaS Through an NPS Survey

Grow Your SaaS Through an NPS Survey!

What if you could know which customers will be your advocates and which ones will prevent new entrants? The NPS survey will reveal this.

WorkHack-AI-Online-Form-Pulse-Survey-HR-Tools-Cover

Five Top Pulse Survey Tools for 2024.

Which of all the employee pulse survey tools out there will best suit your pulse survey requirements? Unpacking in this blog.

Is Your Job Application Form Boring?

Is Your Job Application Form Boring?

A long and boring job application will have more drop-offs than submissions. What’s the way to get more submissions and recruit quality talent?

WorkHack-AI-Online-Form-Pulse-Survey-HR-Best-Practices-Cover

Pulse Survey Best Practices in 2024.

After narrowing on which pulse survey tool to use, the next step is to know the pulse survey best practices. We’ve listed the top ones for you.

Evaluation Form: Types and Use Cases

Evaluation Form: Types and Use Cases.

An evaluation form is a tool for checking employee growth, team morale, cross-team collaboration, and more. Do you know all its types?

WorkHack-AI-Online-Form-Pulse-Survey-Cover

A Quick Guide to Pulse Surveys

Knowing what is a pulse survey isn’t enough. You must know what it aims to do, who makes it, and what you do with the insights. Let’s get started.

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