TrustRadius
Product-based NPS Scores
https://www.trustradius.com/surveysAskNicelyUnspecified9.748101
Paul Pulley profile photo
February 22, 2018

Product-based NPS Scores

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with AskNicely

[It's being] Used by a department to determine product-based NPS scores and customer satisfaction with products.
  • Smoothly manages questionnaire implementation, thanks to integration with HubSpot
  • Provides a ready determination of NPS scores across any time frame you choose, per product "segment"
  • Allows Slack integration so we can alert our customer service department to resolve urgent issues by detractors
  • Ability to combine segments into 1 score. For instance, we set up one segment for Product X that was ordered by customer as part of a bundle, and another for same Product X ordered separately. We're testing for a halo effect on Product X's NPS score. Assuming there is no halo effect, for reporting purposes I would like to combine both segments. It's a manual process now.
  • Would like ability to see multiple graphs in one view (for each segment)
  • Problem is to know when an original population's NPS has statistically significantly improved/worsened over time. 2 methods are a margin-of-error test (like 95% confidence intervals included with NPS scores) and a chi-square test. Good example is a calculator by Genroe Software https://www.genroe.com/resources/free-downloads/net-promoter-margin-of-error-calculator. NPS is a sample, and you can infer the original population's NPS using binomial variance using 3 variables (Promoters, Passives, Detractors). Along with testing for inferred population NPS shifts, a simple, clear explanation of all this would really help me explain it to our CEO.
  • Still in progress. We're using this to determine how to prioritize product improvement.
3 of the 5 could not integrate with tools we use: Hubspot , Shopify, Slack. AskNicely and CustomerGauge integrates with these.

AskNicely won against CustomerGauge because it can trigger feedback requests after specific events/timeframes, and trigger campaigns that target happy or dissatisfied customers. Can also segment customers and products.
  • Customer Surveys
  • Research Studies

AskNicely Feature Ratings

Survey templates
8
Themes
6
Custom logo/branding
6
Changes to live survey
9
Question design help
9
Multiple question types
7
Survey logic flexibility
9
Response tracking
9
Data export
7
Standard reports
7
Custom reports
Not Rated
Analytics
Not Rated
Vendor-offered crowdsourcing
Not Rated
Respondent restrictions
Not Rated
Access controls
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Compliance
Not Rated