Company
Date Published
Author
Kate Sugrue
Word count
2003
Language
English
Hacker News points
None

Summary

Intercom's journey to revamp its Net Promoter Score (NPS) surveys is driven by a desire to move beyond vanity metrics and deliver actionable insights that provide value for both customers and the company. The NPS survey, traditionally a simple rating of 0-10, is often used as a benchmark of customer loyalty, but its effectiveness can be influenced by various factors such as survey mechanics, timing, and personalization. Intercom's approach involves targeting every customer, regardless of their spend level or satisfaction, to build a balanced picture of customer sentiment and identify opportunities for improvement. The company has implemented specific milestones for surveys at two months, six months, and every six months after sign-up, allowing it to understand the journey of its customers. Personalized communication channels are used to increase engagement and drive higher response rates, while survey messages are tailored depending on the rating a customer has given. To deliver action with NPS results, Intercom triggers responsive workflows using collected user data in Intercom to drive personalized customer experiences. The company believes that NPS should be just one input considered by a business and will continue to experiment and learn from its customers to improve its survey methods.