We recently experimented with NPS technology. You may have seen NPS, which stands for Net Promoter Score, from multiple vendors looking to improve the customer performance. It asks you to rate them on a 0 to 10 scale, with anything less than or equal to 6 viewed as negative, i.e., a detractor, a 7 or 8 viewed as OK, passive, and a 9 or 10 viewed as very good, that is, a promoter. One of the attractions of the metric is that it is very easy for the customer to take, one click, and that it is sufficiently widely used so the results can be somewhat compared. Here is a good blog from the Zapier website that describes the methodology. I don’t mind pointing you there because Zapier is an awesome product we use all the time. We would give them a 9.
We sent out two e-blasts, one to our partners, and the other to houses of worship who have installed our system. One of the challenges is, of course, not everyone even opens yet another email. And if they do, they may not choose to click. In our case, we were also surveying pastors and other people engaged with houses of worship. Perhaps they are less likely to blast out a negative score? Nevertheless, with all the caveats said, we were quite pleased with the results.
For our partners, about 50% chose to open the email and of those about 10% clicked on a score. Amazingly, we got all 10s. Well, we are not that good, but it was very encouraging and a good reflection, at least, of the effort we put in to supporting our resellers.
For the house of worship market, again we had about a 50% open rate, but of those, perhaps 40% chose to click on a score. Remarkably, we received all 9’s and 10’s, a perfect score. Indeed, we got twice as many 10’s as 9’s. This is pretty amazing, and with the relatively high participation rate, probably has some statistical significance. A lot of the credit goes to Wendy who was President of our house of worship and has steered this program for us. Again, very gratifying, but we know that we are really not close to perfect and are continuously working to improve.
Here are a couple of quotes from the Churches who responded.
“I’ll be honest that I was a bit skeptical that it would work well and be a good solution. The reasonable price made it worth the risk. Our test on Sunday went phenomenally well. We are all blown away by how simple it was to setup and how well it works. We’re excited about the potential!“
Check our other testimonials on our website here, about 70% the way down the page.
We are always eager to hear from you whether it is a glowing testimonial or a place we need to improve. Talk to us, please.