Feedback at your fingertips – Net Promoter Score (NPS®) Analysis simplified

In our previous two articles of this series, you got acquainted with the NPS, or Net Promoter Score — its characteristics, as well as how it is calculated on a 100% native Salesforce platform, with the help of SurveyVista’s specialized dashboard.

Organizing NPS surveys at regular intervals is a crucial exercise for every brand or organization. It helps you understand how customers respond to your products or services, and whether they remain relevant in contemporary times. In short, NPS helps you detect the pulse of your customers and decide your future course of action. SurveyVista delivers exactly that, with precision and quality results.

Why Should You Use NPS Surveys?

Before we proceed with the nitty-gritty of SurveyVista — a 100% native Salesforce platform app — it’s important to understand why a company should consider adopting an NPS survey in the first place. Here are some of the key benefits:

1. The brief length of an NPS survey captures the initial reaction of consumers — their first impression or thought on what they think about your product. It has a higher chance of yielding candid, honest responses than other survey methods.
2. Organizing NPS surveys on a regular basis helps the company to make a comparative analysis of the NPS trends as far as product marketing is concerned.
3. Reports on NPS surveys span over a long period of time, recording the ups and downs in customer loyalty towards a product and, in turn, the company itself.
4. NPS surveys not only help you recognize your Promoters, Passives and Detractors, but also allow you to track how many Passives or Detractors you could convert into Promoters by implementing new strategies.
5. The biggest advantage of opting for a Net Promoter Score is to understand how your brand is performing when it comes to launching new products or marketing the same in the real world or on social media.

What Customers Expect: The Hidden Gold in NPS Responses

At the core, NPS surveys help answer a simple question: How much does your customer like your product? If the answer is “a lot,” you’re on the right track. If not, it’s time to pivot.

A completed survey is more than a score, it’s a treasure trove of customer insight. The data reflects not only their reaction, but also their expectations. And that expectation becomes a valuable metric for any company aiming to raise the bar with each release. This is where SurveyVista becomes your strategic partner.

Why SurveyVista Is Built for NPS Success

As a 100% native Salesforce app, SurveyVista boasts of a powerful digital platform with highly advanced analytics for obtaining and processing NPS measurements. It provides you with accurate and real-time information in the form of graphic representations (value charts, bar graphs, line graphs, doughnut charts, etc.), created as per your requirements. SurveyVista’s responsibility goes beyond just creating online surveys for your business. SurveyVista also helps you make the right choices with the help of our innovative and impactful scoring logic. With more opportunities to customize and configure your Salesforce workflows, you can decide how to run your NPS surveys for your own brand. However, what makes SurveyVista stand apart from the rest is that the survey responses received are automatically mapped to your contacts, accounts, cases, etc.

Final Thoughts: Feedback Is Fuel

Ultimately, the success of a product will depend on its uniqueness, along with how the consumers perceive it. Thus, to win more hearts and gain more traction in sales, the customer’s feedback becomes an important asset for every organization. In the next and final article of this series, we will be highlighting a special feature in NPS surveys that is exclusively available on SurveyVista – the Feedback/Response Analysis functionality.

For more information on NPS, CSAT, CES, or any other survey use cases which you would like to implement for your company or organization, feel free to contact us.

*NPS is a registered trademark, and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.