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If your customers are quietly harboring resentment around your product, wouldn’t you want to know why? If a large number of customers wish your product had a particular feature or workflow, wouldn’t you want to know that?

In the end, the market doesn’t give a damn about your company or product. It wants what it wants, when it wants it. If you can’t deliver, then adios-sayonara-see ya later. So it’s imperative that you know what customers are thinking and saying about you.

If you’re involved in a SaaS company or use a subscription-based business model, getting valuable feedback from customers is priority numero uno. Things move fast, and customers are fickle when it comes to products. So acting quickly on feedback is crucial when it comes to customer retention, especially when your product is being evaluated on a month to month basis.

To start collecting feedback, prominent companies like Apple, Zappos, and Facebook use the Net Promoter Score or NPS.

While some believe NPS is flawed, others view it as a valuable tool for providing your team with critical feedback.

At Typeform, we use NPS as a systematic way to collect our customers’ feedback, secret wishes, and anything that bothers them. We also use it to close feedback loops and get value back into the hands of customers fast.

Check out this hands-on guide on how to start applying NPS!

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