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Surveys & Net Promoter Score
Surveys & Net Promoter Score
Challenge
Challenge
A youth sports company prides itself on running best-in-class events. However, when a player and their parents return home from events they are not given the opportunity to anonymously rate various aspects of the event. The only feedback gathered from families is anecdotal information the Sales Rep hears as they go through their process of debriefing the event with the family before suggesting a future event to attend. As a result, the company is not able to quantify feedback about the services they are providing to their customers.
Solution
Solution
We created a Google Form Survey that is provided the day after the event via an email that already exists in the customer journey. Customers were asked about their favorite and least favorite part of the event, given the opportunity to leave comments, and are asked how likely they are to recommend the company and its events to a friend or teammate on a scale of 0 to 10.
We created a Google Sheet that housed all Google Form survey results and calculated each customer’s Net Promoter Score (NPS).
We created a Google Sheets dashboard of all survey data that allowed Service Director and Executives to see qualitative and quantitative results by using slicers to manipulate charts and pivot tables.
Results
Results
This systemized approach of incorporating the NPS survey after each event led to more feedback from customers, both qualitative and quantitative.
Feedback from customers showed that events needed to be run more efficiently, so the company shifted from running 4-hour events to running 2-hour events so they could still serve the same number of customers, but make each customer’s experience better.
Over a 4-month period, the company’s overall NPS increased from 75 to 85 as a result of the changes they made to their service based on customer feedback.
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