Hack Together a Net Promoter Score
How to Measure User Satisfaction Without Going Broke
Ah, the Net Promoter Score (NPS) a.k.a. ‘The Ultimate Question 2.0.’ A real marketing research institution. As far as digital marketing goes, anyway. The system was developed over a decade ago and has been the metric du jour of corporate marketing departments ever since. Its sole purpose is to measure customer loyalty.
Yes, things are different in the growth hacking world that we inhabit. Instead of worrying about such nonsense as NPS, we’re obsessing over DAU, WAU, MAU, LTVand other TLAs that make the brain hurt a little for the uninitiated. But, the NPS is not as old-school as you may think.
In fact, other tech startups have found it very useful. So, wipe that holier-than-thou snicker off your face because you may learn something new about your users. The real issue of implementing NPS for a startup is actually the cost of implementing it. For instance, Promoter.io charges $49 for a month for asking one question.
Surely, there must be a way to hack this? You betcha! Read on to find out how, our fellow haxor.
Just Hack It:
- The mechanics of an NPS survey are pretty straightforward. A customer is asked the following question:
- “How likely is it that you would recommend our company/product/service to a friend or colleague?”
- They’re then asked to provide a rating on a 10-point scale that ranges from ‘Not at all likely’ to ‘Extremely likely’
- That’s it – that is the NPS. That looks like something that should be open-source and free, right?
- But of course, there is a way to hack it and avoid further taxing your already-overtaxed MarTec stack budget
- There are two things you need to do first:
- Follow the instructions on how to get Wufoo and Sendwithus to work harmoniously together and start saving some serious coin
- All the while, your users will keep you informed on what they think of your product
- A true win-win.