Product NPS (pNPS)

Product NPS (pNPS)

Product NPS (Net Promoter System) is used to measure and follow up on the customer experience related to a specific customer-facing product or service.

The point of contact when implementing pNPS in Visma is Maria Didner, Digital Success Manager and the recommended tool is Wootric.

In a nutshell

Time

Continuous

Participants

– PO
– UX Designer
– Project team

Materials

– Wootric

Learning materials

Product NPS (pNPS) in Visma (Confluence page) – Corporate Customer Experience, Visma

Net Promoter Score: What a Customer-Relations Metric Can Tell You About Your User Experience (article) – Nielsen Norman Group

 

PREPARE

Initiate an intro meeting with Maria Didner to discuss the implementation plan and to get access to Wootric.

Get commitment from product management and other stakeholders (business units etc.).

Define whom to ask and what to ask. In Wootric 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 use 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 gets “What’s the main reason for your score?”.

Design the follow-up process. Depending on what current forums and stakeholder groups that exist around your product already, the internal communication around the feedback will vary.

Possible channels for communication includes an internal blog, stakeholder meetings and all-hands meetings.

Initiate technical implementation. 

Make sure to have sign-off on risk assessment etc. Maria Diner will support you with this.

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.

Test the implementation thoroughly (all languages, options, etc.).

Now you are ready to launch!

DURING

Connect Wootric with Slack to give the whole team instant access to every new score that comes in.

AFTER

Follow up and plan actions. Have a close look at the key topics you are getting feedback on together with the project team. Investigate them further via e.g. user interviews and prioritize them through a prioritization canvas and create user stories.

Communicate the results. Make sure to communicate results from the previous month and the development over time (e.g. trend of the last twelve months), key feedback topics and planned actions based on the feedback to stakeholders.

Visualize and user test concepts. Once you have a better understanding of what you need to do, visualize concepts and test them with users. This way you will have an indication of if you are going in the right direction and if your solution might have a positive effect on the pNPS score.

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