ClearlyRated helps B2B firms credibly differentiate themselves based on their service.
NPS Driver Questions are displayed within your dashboard directly under the data trends report. To navigate there, login to the dashboard and then click “View Results for one of your surveys. For each driver question you’ll see the:
When you select the second tab “NPS Impact” you’ll have the ability to dive further into the feedback. NPS if “Yes” = The NPS of your respondents that answered “Yes” to that question NPS if “No” = The NPS of your respondents that answered “No” to that question For example, looking at the first question regarding responsiveness of your team. Of the respondents that answered "Always", their combined NPS is 89.3%. For those that didn’t perceive your team as responsive, their NPS is a 44.4%.
We isolate anyone who said their calls and emails are "Always” returned within 24 hrs and we calculate their NPS score. Then, we isolate anyone who said that your team does "Not Always” return their calls and emails within 24 hrs and we isolate their NPS score. By doing this, we’ll be able to see the levels of satisfaction when these behaviors do or don’t happen. The larger the gap, the larger the impact.
That being said, the goal with NPS Impact is to provide visibility into the open ended feedback you receive. While we fully recommend and encourage that you go through your open ended feedback, this is meant to draw your eye to what specific parts of your process aren’t happening like they should. It’s also data that you can set benchmarks around.
In the Net Promoter Score tab of any individual segment, you can see the overall NPS, the percentage of promoters, passives and detractors, the average and the NPS impact.
You will either see double dashes, a positive number or a negative number.
Now that you’ve dug into the impact of your organization’s NPS drivers, it’s time to make a plan and put it to action. Here are a couple of ways this data can be useful for your next internal planning meeting!
Identify Areas of Opportunity
Share Your Findings
Utilize Data for Sales and Marketing