tatvic webinar net promoter score - final
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Convert your Detractors to Brand Advocates
Use NPS® effectively with Google Analytics
03-Feb-2017 #Tatvinars 1
Who’s who?
Sarjak PatelCustomer Success Manager, Tatvicsarjak@tatvic.comTwitter: @SarjakPatelLinkedIn: sarjakpatel
03-Feb-2017 2#Tatvinars
Speaker
Moderator
Tanvi DabholkarContent Writer, Tatvictanvi@tatvic.com
How to interact today?
03-Feb-2017 3#Tatvinars
Type question here…
Type your comments and questions here
#Tatvinars
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 4#Tatvinars
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 5#Tatvinars
Net Promoter Score® (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships
“How likely are you to recommend our product or service to a friend?”
03-Feb-2017 6#Tatvinars
What is NPS?
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
03-Feb-2017 7#Tatvinars
NPS and Revenue Growth
Source: certain.com
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 8#Tatvinars
Bene
fits
Remarketing Based on users (Detractors, Passives, Promoters)
Customer Loyalty Measure, evaluate & build customer loyalty
Increase customer satisfaction
Product Changes Based on feedback of detractors
Brand Building Push Passives to promoters
Create more customer advocates
Benefits of using NPS
03-Feb-2017 9#Tatvinars
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 10#Tatvinars
03-Feb-2017 11#Tatvinars
Traditional Rating Surveys
03-Feb-2017 12#Tatvinars
Simple NPS Popup
#Tatvinars03-Feb-2017 1305/02/2023 13#Tatvinars
NPS Screens – Main
How likely is it that you would recommend Tatvic to a friend?
Not Likely Very Likely
0 1 2 3 4 5 6 7 8 9 10
1. Show the pop-up once they complete a purchase or a conversion
2. Alternatively, show it when they return to your website the next time
#Tatvinars03-Feb-2017 1405/02/2023 14#Tatvinars
NPS Screens – Promoters
How likely is it that you would recommend Tatvic to a friend?
Not Likely Very Likely
0 1 2 3 4 5 6 7 8 9 10
#Tatvinars03-Feb-2017 1505/02/2023 15#Tatvinars
NPS Screens – Promoters
Thank you for your valuable feedback!We are glad that you liked our products/services.
Spread the word!
Provide option to either Tweet or Share on Facebook to Promoters
#Tatvinars03-Feb-2017 1605/02/2023 16#Tatvinars
NPS Screens – Passives
How likely is it that you would recommend Tatvic to a friend?
Not Likely Very Likely
0 1 2 3 4 5 6 7 8 9 10
#Tatvinars03-Feb-2017 1705/02/2023 17#Tatvinars
NPS Screens – Passives
You might be interested in watching our latest video!
Show a good branding video/promotion for Passives
#Tatvinars03-Feb-2017 1805/02/2023 18#Tatvinars
NPS Screens – Detractors
How likely is it that you would recommend Tatvic to a friend?
Not Likely Very Likely
0 1 2 3 4 5 6 7 8 9 10
#Tatvinars03-Feb-2017 1905/02/2023 19#Tatvinars
NPS Screens – Detractors
We apologize for that!Would you please share the reasons for you dissatisfaction?
Try to understand the reasons for dissatisfaction from Detractors
Did not find what I was looking for Prices of the products are high Website has performance issues Could not find a way to contact Other issue
SUBMIT
03-Feb-2017 20#Tatvinars
Mobile Apps Growth
Source: TechCrunch
NPS Screens – For Mobile Apps
NPS for Mobile Apps
03-Feb-2017 21#Tatvinars
You should do NPS for your
mobile apps too!
• We have built a library for cleaner and quicker implementation for NPS for your apps using GTM
• Existing clients should reach out to your Account Managers
• Prospects can contact us or write us at mayank@tatvic.com
NPS Screens – For Mobile Apps
Detractors
Passives
Promoters
03-Feb-2017 22#Tatvinars
Track NPS survey responses in Google Analytics
03-Feb-2017 23#Tatvinars
Tracking in Google Analytics
along with all the interactions popup opened, rating submitted, issues submitted, video viewed, social shared, popup closed, etc.
NPS Analysis – Insights
How well do your customers rate your services?
Source: Sample Data03-Feb-2017 24#Tatvinars
NPS Analysis – Insights
Source: Sample Data03-Feb-2017 25#Tatvinars
Understand detractors’ pain areas
Calculating Net Promoter Score
Source: Sample Data03-Feb-2017 26#Tatvinars
Step 1• Track all the NPS rating interactions as custom events in
Google Analytics
Step 2
• Create 3 event-based goals in Google Analytics• Rating Submitted• Promoter Rating Submitted• Detractor Rating Submitted
Step 3• Use the goals to create a Calculated Metric in Google
Analytics using below formula
Link NPS with other dimensions
Source: Sample Data03-Feb-2017 27#Tatvinars
With Channels
With User Types
Link NPS with other dimensions
Source: Sample Data03-Feb-2017 28#Tatvinars
With Cities
Similarly,
1. Use other dimensions as well with NPS Score
2. Create custom segments based on Promoters/Detractors and analyze user behavior by applying them to Google Analytics reports
Outline
What is NPS?
Using NPS with Google Analytics
Benefits of using NPS
Taking actions for your customers
03-Feb-2017 29#Tatvinars
Let’s start with understanding the 3 different categories of your customers from NPS surveys:
• Promoters – customers who rated either 9 or 10
• Passives – customers who rated either 7 or 8
• Detractors – customers who rated between 0 & 6
03-Feb-2017 30#Tatvinars
Taking actions for your customers
Reach everyone with suitable Remarketing approaches
For a new sale, product, or service, remarket/target promoters in advance to let them spread the word for you over various media
03-Feb-2017 31#Tatvinars
Promoters
03-Feb-2017 32#Tatvinars
Promoters
• Upsell your products and services
• Quickly convertible without much efforts
03-Feb-2017 33#Tatvinars
Passives
• Provide discount, coupons and other free goodies to attract
• Don’t bombard them here and push them the other way
When you have brand awareness videos or campaigns, remarket and target this specific set of customers to build that trust.
03-Feb-2017 34#Tatvinars
Passives
03-Feb-2017 35#Tatvinars
Detractors
Reach out to them over emails and/or phone calls to understand their pain areas and resolve them at the earliest
03-Feb-2017 36#Tatvinars
Detractors
• Use AdWords and create call-only campaigns
• Let them reach out to your customer care executives
03-Feb-2017 37#Tatvinars
To conclude…
03-Feb-2017 38#Tatvinars
Questions?
For any of your unanswered queries, please feel free to reach me at sarjak@tatvic.com
For assistance on implementation of NPS and information on our other services, contact us at mayank@tatvic.com
Thank You
Your data speaks. We help you listen to it. - Tatvic
03-Feb-2017 #Tatvinars 39
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