NPS is one way to not only identify which of your customers may be willing to be advocates for you, but also help you to identify and gather feedback from customers that are not overwhelmingly satisfied.

It offers a great opportunity for you to reach out and try to resolve any issues, and it also is a great opportunity for your entire company to learn and grow.

Planhat has an NPS tool that many of our customers use (see Planhat's NPS workflow here). For those who are already using another NPS tool, you can choose to export your NPS data and manually import it into Planhat, or you can choose to use one of our native integrations with NPS platforms:

Whichever method you choose, once you get your scores and feedback into Planhat you can use them in several powerful ways…

NPS is one of the more honest measurements of how your customers feel about your product, and so if you would like a customer’s NPS score to be reflected in their Health Score, Planhat lets you do that!

Then you can see the reflection of NPS in the Health, and take action as needed.

Adding NPS as a Health Score factor is simple! It appears as an option in the drop-down menu when you are selecting your Health Score factors if you have the module turned on.

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Look here for some more information on Health Scores.

After you have completed your NPS survey, the easiest way to create an outreach methodology or action plan is to segment your customers based on their NPS score.

If they are detractors (0-6), you will probably need to reach out to them and look into their feedback a bit more to see where they are not seeing the value, or having a poor experience. If they are passives (7-8) they might need a little bit more encouragement, but you won’t need to look into their feedback as much. If they are promoters (9-10) you should make sure they continue to see the value in your service.

The NPS score on the Company level is the average score of all the End Users who responded within that Company.

In addition to having segmentation on a Company level, you can also analyze and group individual End Users based on their NPS Scores.

Why do this? It can be the case that End Users in the same Company score drastically different - one gives you a 10 and another a 2. In Planhat, you can take a look at specific End Users and their feedback to see what you need to do. Maybe the detractors from that Company need additional help materials because they are struggling with adopting the platform. Maybe they keep having bad customer service experiences. Whatever the reason, you can dig in and work to fix it.

Planhat also lets you see the NPS score breakdown for each of the CSM team members.

You might want to do this to be able to see how all of the customers in only your portfolio scored, or maybe you can use it as a way to measure the performance of each of team member.