Best NPS Platform?

Jeff Yeger
Jeff Yeger Member Posts: 13 Contributor
edited August 2020 in Customer Success Leadership Community
We're currently using AskNicely and have had a very negative experience.

I'd love a recommendation for a good NPS platform with a Salesforce integration.

Thanks!
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Comments

  • David Ellin
    David Ellin Member Posts: 169 Expert
    100 Comments Second Anniversary
    edited August 2020
    @Jeff Yeger, I most recently implemented Qualtrics and had a very good experience. Qualtrics was used for NPS as well as a series of other Pulse and Transaction surveys and our closed-loop process for actions on low scores. I had it tightly integrated with Salesforce. 

    You should check-in with @Steve Bernstein and learn about Waypoint's platform. 

    Best,

    David
  • Steve Bernstein
    Steve Bernstein Member Posts: 132 Expert
    Third Anniversary 100 Comments Name Dropper Photogenic
    edited August 2020
    Hi @Jeff Yeger -- There's a good thread on LinkedIn around this quesiton at https://www.linkedin.com/feed/update/urn:li:activity:6633386572358258688/
    I'd be pleased to answer any questions about feature/function, approach, B2B best-practices in surveys/NPS, etc. Love to network and help where I can and help refine your requirements as I've been doing this work for 20+ years and still love it!

    And thanks so much for the recommendation, @David Ellin! Best compliment we can receive and certainly made my day!!!
    /Steve
  • Markus Siebeneick
    Markus Siebeneick Member Posts: 36 Expert
    edited August 2020
    We found good success using Pendo as it provided the ability for In-App NPS as well as Email NPS.
    The SFDC integration is a bit challenging as NPS score is typically associated with a User and not an Account, so getting the roll up NPS score for an account takes some work.
  • Steve Bernstein
    Steve Bernstein Member Posts: 132 Expert
    Third Anniversary 100 Comments Name Dropper Photogenic
    edited August 2020
    Hi @Markus S -- can you elaborate on what you mean by "good success"  with Pendo for NPS? Are you getting high customer participation (i.e. trustworthy/representative) and able to "move the needle" in terms of seeing genuine NPS improvement and/or stronger retention?
    Thanks !
    /Steve
  • Walter Zepeda
    Walter Zepeda Member Posts: 20 Thought Leader
    edited August 2020
    Hey Jeff, we use Ask Nicely and haven't had any problems but I'd love to get ahead on any potential problems. What kind of issues did you run into?
  • Markus Siebeneick
    Markus Siebeneick Member Posts: 36 Expert
    edited August 2020
    @Steve Bernstein  Those are two different items (what is a good platform vs. how we use NPS).
    My comments were specifically oriented around the platform and not our usage of NPS.
    The platform worked pretty smoothly and we found a good and consistent response rate.
    There is one item which I have not delved deeply into which is seeing some responses for trial users vs. the expectation that it is only existing customers in the platform for x period of time.

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