Overview

Net Promoter Score is the industry standard for measuring customer loyalty of your product. Net Promoter Scores are simple and easy to understand. They are also well understood across the industry and also give you a clear benchmark on your products standing in the industry.

This article includes:

• What is NPS and how does it get calculated

• How does the NPS score useful in the Customer Success Context

• How can I integrate NPS tools

 

What is NPS and how does it get calculated

Net Promoter Score is an industry standard metric used to measure customer loyalty. It is a predictor of growth. 

1. User who gives a score of 9 or 10 is called a Promoter.

2. User who gives a score of 7 or 8 is called a Neutral.

3. User who gives a score of 0 to 6 is called a Detractor.

 

The Net Promoter Score (NPS) = % of Promoters - % of Detractors and can range from -100 to 100.

How is it useful?

CustomerSuccessBox integrates with Wootric software to show the latest NPS score of various users & also helps CSM to see NPS score at an Account level.

Integrating Wootric software with CustomerSuccessBox enables you to:

1. See the  latest NPS score at user level as well see if the score has increased or decreased from the last time

2. See the NPS at Account level to see if the customer is a promoter, neutral or detractor. You will be able to make NPS score a part of Relationship & Service Health, so you can truly make NPS an important factor in determining the Health score. 

3. You will be able to make a list of accounts or users who are  promoter, neutral or detractor & send them automated emails via Journey.

4. You can even create a task for CSM when a user turns out to be a detractor and similar use-cases. 

Prerequisites

CustomerSuccessBox primarily requires

• Purchase of Wootric software integration.

• Availability of ~100 API calls per minute.

CustomerSuccessBox requires from Wootric software is

• Availability of User's email address in Wootrics.

How can I integrate

To integrate with Wootric software:

1. Go to settings ->  Integrations .

2. Under Other Available Integrations, click NPS. 

3. The Wootric software integration is visible.

4. Click Connect Now.

4. The next screen is an Overview screen. Click Next.

5. On the next screen, provide authentication credentials and click Authorize. After successful authorization click Next. 

6. On the next NPS mapping screen you can check fields mappings. Click Review.

7. On the next Field Mapping Summary screen click Save.  

That’s it! The integration of Wootric software and CustomerSuccessBox is successful.

NOTE: Wait for 5 to 8 hours to show up NPS data. We bring the last 6 months of NPS data. The NPS score will only show up if the user who has given NPS score is already present in CSB with the same email address.

How to verify whether the Integration is successful

The fastest way to check is to see if your integration has been successful or failed is to check the Integrations logs.

1. Go to Settings ->  Integrations Page -> Connected Integrations -> click Logs.

Note: It may take some time to show the status of Integration depending on the number of users and the queue size.

The Integration log page shows the status  as well as number of records created or updated.

2. The person who has authorised will also receive the email after the successful integration.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from the Chat icon in the left side navigation bar
2. Create a conversation from here
3. Send an email to support@customersuccessbox.com