beyond nps: how to measure the entire customer journey
TRANSCRIPT
Beyond NPS
How to Measure the Entire
Customer Journey
Phone system & call center software designed for teams Desktop App • iOS app • Android app
Presented By:
Aaron Bleiweiss
Director, Customer Success
Moderated By:
Jeff Reekers
Vice President Marketing
Phone system & call center software designed for teams Desktop App • iOS app • Android app
About Aircall
customers
3000offices
Paris, Berlin & NY
3raised
Seed & Serie A
12M$
1. Intro / Background
2. NPS Refresher
3. Best practices
4. Analysis
5. OSAT
6. CSAT
7. Discussion: how can we move the needle?
AGENDA
Proprietary and confidential. Do not distribute.
Handshake Direct OnlineB2B eCommerce
Handshake HubAdmin & single integration point
Handshake RepField sales productivity
Handshake Direct MobileB2B mCommerce
About Handshake
NPS: SHOW OF HANDS
• How many are currently running an NPS survey?
• 3 month / 6 month / rolling
• Integrated with SFDC or CRM
HOW IS NPS CALCULATED?
WHAT’S A GOOD SCORE?
Median NPS Score by Type of Company
Source: Zendesk
B2B 32
B2C 29
(Handshake’s goal: 40+)
• Survey capture• Connect to
customer and user data
• Email delivery• In-app delivery
HOW DOES IT WORK?
Proprietary and confidential. Do not distribute.
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NPS ANALYSIS
• Quick wins
• Customer segmentation
• User types / roles• Admin
• Buyer
• Exec Sponsor
• What can we do with promoters?
• What can we learn from with detractors?
NPS BEST PRACTICES
• Timing• Frequency
• Where in the journey (~ 60 days post onboard)
• # of Question(s)
• Respond & close the loop
• Track and view trends (better, worse, flat)
• Integrate and track
NPS DISCUSSION
• Why does measuring NPS matter?
• What sort of business behaviors may
affect a customer’s score?
• Where does NPS fall short?• Broad VS. Focused
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OSAT: ONBOARDING SATISFACTION
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CSAT: CUSTOMER SATISFACTION
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NPS + OSAT + CSAT = CUSTOMER SATISFACTION
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DISCUSSION: IMPROVING CUSTOMER SATISFACTION
BONUS!