We know these surveys might pop up for you or your team when you’re not expecting them, but if you have a minute to give us some feedback, it genuinely goes a long way towards making TidyHQ a better product for you and your business.
So, what is NPS?
NPS stands for Net Promotor Score, and is an industry-standard way to collect feedback from your customers. It usually starts with a simple question like “How likely are you to recommend our company to someone?”
We collect feedback with NPS surveys throughout the customer lifecycle. We send the first survey after your first 50 sessions, then another at 100 sessions, and then every few hundred sessions after that.
Here’s TidyHQ's in-product NPS survey (we send email versions too):
Ratings & comments
The survey asks you to rate your likelihood to recommend us from 0 to 10. These numerical ratings let us know how we’re doing.
We’ll then ask if you would like to add a line or two to explain what you love or how you think we could do better. These comments are ✨gold-dust ✨
Taking action
Ok, this is where we are so far:
✔️ We’ve asked you for feedback
✔️ You’ve taken time out of your day to give us feedback
🔲 Now it’s on us to make sure that feedback gets put to good use.
Firstly, we analyze the numerical ratings at an account level. If your account is on a managed plan, your relationship manager knows how you and your teammates rate your experience with TidyHQ. They also see any comments from you and your team, good or bad. Honest feedback is incredibly valuable in maintaining a great constructive relationship with our customers, and knowing how we can work together for you to achieve success.
If you’re on a self-service plan, we surface those ratings and feedback (along with our managed account feedback) to the relevant TidyHQ people on a monthly basis. For example, feedback regarding our Shop product will always get to the team who design and make it. Feedback regarding our help content will get back to our Customer Support team. This is how each of our teams know where they can do better to ensure we continue to improve TidyHQ for our customers.
So that’s NPS in a nutshell. We really do value your feedback, and it all goes towards making TidyHQ a better product for you.
Thanks for your help 🙌
*It’s worth noting here that we never share this information with anyone. It’s solely used by TidyHQ to make our product better.