1. Initiate an intro meeting with Product Analytics Hub to discuss the implementation plan and to get access to InMoment.
2. Get commitment from Product Management and other stakeholders.
3. Define whom to ask and what to ask. In InMoment we have the possibility to ask different types of questions that are appropriate for different settings and aims. It is based on two core questions. Make sure to review your questions and settings with a UX Designer.
Question 1: We start by asking “On a scale from 0-10, how likely are you to recommend X to Y”, where X in pNPS is the product, and Y is the audience, for example “a friend or coworker” or simply “others”.
Question 2: The second question can vary a bit, even depending on the score. The standard NPS methodology is to simply ask “Why?” or “What’s the main reason for your score?”. To get more specific feedback, it is possible to ask e.g. “What might we improve?”. And as stated earlier, these different formulations can be used for different answer segments, so that detractors (those answering 0-6 on the first question) and passives (those who answer 7-8) get the follow-up “What might we improve?” while the rest get “What’s the main reason for your score?”.
4. Design the follow-up process. Depending on what current channels and stakeholder groups exist around your product, the internal communication around the feedback will vary. Possible channels for communication may include Slack channels, stakeholder meetings and all-hands meetings.
5. Settle on set-up. Work with the Product Owner(s) to decide which processes to measure (survey points) as well as survey rules, such as survey questions, triggers and response rate.
6. Test it! Before the launch you want to make sure everything works like intended. Catch mistakes by testing it with colleagues. Then, test everything in production, e.g. find out if you get answers correctly or if there are technical issues, as well as if you get enough responses. Make changes and iterate on findings.
7. Make sure to have sign-off on risk assessment etc. The Product Analytics Hub will support you with this.
8.Double check your contracts. Make sure you have nothing in your contract with the customer that prohibits you from collecting customer feedback and storing the data at a third party. We have thought about GDPR (see this Confluence page) but if you have some special commitment for your customers you will have to look into that.
