tatvic webinar net promoter score - final

Convert your Detractors to Brand Advocates

Use NPS® effectively with Google Analytics

03-Feb-2017 #Tatvinars 1

Who’s who?

Sarjak PatelCustomer Success Manager, [email protected]: @SarjakPatelLinkedIn: sarjakpatel

03-Feb-2017 2#Tatvinars

Speaker

Moderator

Tanvi DabholkarContent Writer, [email protected]

mailto:[email protected]

https://www.linkedin.com/in/sarjakpatel/


How to interact today?


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


Outline

What is NPS?





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?”


What is NPS?

Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.


NPS and Revenue Growth

Source: certain.com

Outline

What is NPS?





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



Outline

What is NPS?






Traditional Rating Surveys


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


NPS Screens – Promoters



0 1 2 3 4 5 6 7 8 9 10


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


NPS Screens – Passives



0 1 2 3 4 5 6 7 8 9 10


NPS Screens – Passives

You might be interested in watching our latest video!

Show a good branding video/promotion for Passives


NPS Screens – Detractors



0 1 2 3 4 5 6 7 8 9 10


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


Mobile Apps Growth

Source: TechCrunch

NPS Screens – For Mobile Apps

NPS for Mobile Apps


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 [email protected]

http://www.tatvic.com/contact/


NPS Screens – For Mobile Apps

Detractors

Passives

Promoters


Track NPS survey responses in Google Analytics


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


Understand detractors’ pain areas

Calculating Net Promoter Score


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


With Channels

With User Types

Link NPS with other dimensions


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?





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



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


Promoters


Promoters

• Upsell your products and services

• Quickly convertible without much efforts


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.


Passives


Detractors

Reach out to them over emails and/or phone calls to understand their pain areas and resolve them at the earliest


Detractors

• Use AdWords and create call-only campaigns

• Let them reach out to your customer care executives

https://support.google.com/adwords/answer/2453991#callonly


To conclude…


Questions?

For any of your unanswered queries, please feel free to reach me at [email protected]

For assistance on implementation of NPS and information on our other services, contact us at [email protected]



Thank You

Your data speaks. We help you listen to it. - Tatvic

03-Feb-2017 #Tatvinars 39

tatvic webinar net promoter score - final

Data & Analytics