Reinventing NPS analysis

Net Promoter Score (NPS) is an incredibly popular metric for product teams that provides clear visibility into how their products do…or don’t drive customer delight. NPS provides a simple, clear measurement of customer satisfaction, and the closed loop follow-up process provides some qualitative insight into the customer experience, but the system is also insufficient. Product teams have no easy way to analyze how user behavior aligns with NPS scores across an entire user base.

Unlike other tools, Pendo collects detailed product usage data along with NPS survey responses. We bring this data together to show which areas of the product are used by promoters and detractors as well as how product usage influences NPS scores. This combination will allow product teams to understand how their product experience impacts satisfaction, and makes NPS responses much more actionable.

In this webinar, Julie Harrow, a product manager at Pendo, explains these capabilities. She’s joined by Liz LeCrone, product lead at eShares, a Pendo NPS user, who shares how her team has leveraged these analytics to make better use of NPS. Join us to learn how you can bring together NPS and product data to build products that customer love.

Learn how you can:

  • Improve customer marketing campaigns by using product usage for targeting.
  • Trigger upsell messaging and educational campaigns by looking at the right in-app behavior
  • Use in-app messaging as a targeted communication channel based on things like behavior, geo and other customer attributes
  • And much more!

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