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Automated Customer Loyalty (NPS) Feedback

Description

Understanding customer loyalty is critical for improving retention and identifying growth opportunities. This milestone implements an automated system for collecting Net Promoter Score (NPS) feedback, allowing you to gauge client satisfaction and loyalty consistently. By setting up workflows, NPS surveys will be automatically sent at key touchpoints in the client lifecycle. The feedback will be captured and stored in HubSpot, enabling your team to analyze trends, address concerns, and celebrate positive feedback. This system empowers your team to proactively improve the customer experience and build stronger relationships.

Process Summary

  1. Survey Design: Create a clear, concise NPS survey, including an open-ended question to capture additional feedback.
  2. Automation Setup: Configure workflows to automatically send NPS surveys at key points, such as after onboarding, quarterly check-ins, or project completion.
  3. Feedback Collection: Set up HubSpot properties to log NPS scores and comments for each client, ensuring the data is easily accessible.
  4. Dashboard Creation: Develop a dashboard to track NPS scores, trends, and client feedback over time, highlighting areas for improvement.
  5. Follow-Up Workflow: Create workflows to trigger actions based on NPS scores (e.g., tasks for follow-ups with detractors or promoters).
  6. Testing and Refinement: Test the system to ensure surveys are sent correctly, data is logged accurately, and workflows are functioning as intended.

Requirements

  • Input on the timing and frequency of NPS surveys to align with client touchpoints.
  • Collaboration to finalize survey questions and messaging.
  • Feedback during testing to ensure workflows and dashboards meet team needs.
  • A list of key stakeholders who should be notified of significant feedback (e.g., detractors).

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Consistent collection of NPS feedback at strategic points in the customer lifecycle.
  • Actionable insights into client satisfaction and loyalty trends.
  • Automated follow-ups ensure detractors receive attention and promoters are celebrated.
  • Improved customer experience through data-driven decision-making.