How we did our first Net Promoter Score, and why you should too!

ReadMe recently implemented their first Net Promoter Score (NPS) survey using Wootric, drawn by its clean design and ease of integration, to gather feedback and quantify customer satisfaction. The company aimed to gain a broader understanding of customer sentiment beyond direct support interactions, where feedback is typically skewed towards those needing assistance. By adopting NPS, ReadMe could quantify customer happiness and received valuable positive feedback, boosting team morale. The process involved selecting an NPS provider, modifying follow-up questions to increase response rates, and integrating feedback into their workflow using tools like Zapier and Google Sheets. By segmenting responses into Detractors, Passives, and Promoters, ReadMe could tailor follow-ups and address specific concerns. The experience highlighted the importance of continual customer interaction and feedback incorporation into product development. While the initial score of 28-30 was satisfactory, their focus remains on ongoing improvement and user engagement, planning to conduct future surveys to further refine their offerings and enhance customer service.

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