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Measuring Customer Satisfaction using NPS

In this post, we will explain how we use the Net Promoter Score (NPS) score to — continue reading
Posted by Taco Potze
May 16, 2019

In this post, we will explain how we use the Net Promoter Score (NPS) score to put your happiness first as Open Social customers. You’ll learn the process, how we collect and respond to feedback, and how you come out on top!

As co-founder of Open Social, it’s not always easy juggling a company and a family. I find that a large chunk of my time is spent making sure the people around me are happy; my family, my employee, myself, and our customers and clients – of course! And honestly, it’s the best way I can spend my time.

Luckily, I have a great team that helps make sure that you get the best product and service. And that’s what we’re here to talk about today.

You may have recently received our NPS surveys in your inbox. That’s because, instead of just guessing how happy you are, we’ve been using NPS, a metric that measures customer satisfaction with a single question.

This is our top priority as a company because without you there would be no us! The better we listen, the better we become at building online community solutions that help to achieve your goals.

In this post, we’ll explain what NPS is, how it’s used to make your life better, and how you can help us as well!

What is NPS and why it is used?

NPS stands for ‘net promoter score’ and is a popular benchmark used by many companies to evaluate and improve customer loyalty.

Now, that’s the industry definition. For us, it’s a metric that tells us how happy you currently are with us and how we can make you even happier 🙂

NPS is a great indicator of our current state of customer satisfaction.

We don’t just use NPS to measure customer success. We also look at other metrics, such as our customer effort score in Jira (our project management tool) that measure the ease of an experience with a company (and also uses a single question).

We chose to implement NPS first because it focuses on how likely you are to recommend our product to a friend. You wouldn’t recommend a bad product or service to your friends. It’s a great indicator of how much you trust us to make yourselves and others happy.

We are also considering measuring other metrics in the future!

The Process

So how do we calculate the NPS?

  1. Survey: Using a survey, we ask our customers: ‘On a scale of 0 to 10, how likely are you to recommend Open Social to a friend?’.
  2. Categorize: We categorize respondents according to their scores (Scores 0-6 are Detractors, scores 7-8 are Passives, and scores 9-10 are Promoters.)
  3. Score: The Net Promoter Score is calculated by subtracting the percentage of Detractor responses from the percentage of Promoter responses. This score can range from -100 to 100.

And what data are we collecting exactly?

  • Score: customers provide a score between 0 and 10
  • Feedback: customers are encouraged to explain why they added this score.

We like to send out our survey once a quarter. It’s important that we check in with you to see if there are any improvements or new complaints.

I encourage you to fill out our NPS survey every quarter, even if you feel like nothing has changed.

The Results

The overall NPS score is definitely useful to see if there are any major increases or decreases in your overall satisfaction. This way we can tell whether we’re doing something very wrong or very right.

It actually becomes a lot more interesting when we dive into the feedback, rather than the actual score. For example, promoters may give us a high score but in their feedback, they may warn us about scores going down if we don’t improve on certain processes.

Our NPS result says a lot about the trends in customer satisfaction with Open Social.

In the end, the key to receiving a high overall NPS score is by having a lot more promoters than detractors – a lot more. And we can achieve that by listening to the feedback you give and acting upon that feedback.

Our Follow Up Process

It’s not enough to just listen to your feedback and analyze our NPS scores. We want to make sure we act according to what we learn from you.

You can expect the following after completing our quarterly NPS survey:

  1. You will be informed personally if we have acted according to the feedback you provided.
  2. You will receive an email once a quarter with updates on improvements and changes based on our NPS survey.
  3. You might be asked to provide more details about your response if we have questions about it.

At Open Social, we’ve even integrated our NPS responses with Slack so that we can see which scores and feedback are coming in and how we can collaborate with customer success to work on solving the issue.


Slack integration for NPS


As a result of our NPS strategy, our teams will know what’s a priority for you and what we can do to increase your happiness with Open Social.

Stay on your toes: the next NPS survey is coming up!


Survey CTA


Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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