Question on CSAT: What happens when there is an intermediary between you and your customer - such as an insurance broker. Who do you send the CSAT survey to? The customer or the broker? (or both?)
I have a problem with NPS because is basically a ratio or promoters v detractors, doesn't really show the real impact/damage the company is doing to the unknown amount of clients. We should be looking at clients and move them from detractors to passive and then to promoters. I feel it is ignoring the real issues the clients are having. Also, it is very subjective therefore depends even on the client's mood for the day. What do you think?
Hi Dan great video again, Really helpful I want to ask some advice about our team. So we are 2 co-founder planning to set up an e commerce business I want to ask you that do we need growth hacker at the beginning If not what kind of people do our team need to consist of as an early e commerce. Thank
I know a SaaS founder who should see this video. Lacks customer-centricity and communication with his early adopters in beta group. The 1st ones who invested in his software.
NPS of 55 or 60 for B2B Saas? You are out of your mind. Most software is not thought about after the work day. Most people are passive about the tools they use day in and day out, and depending on the size of the product, it can be tough to even get a statistically significant score, especially when you start slicing and dicing. The value in NPS is change-over-time and gaining insights from the comments.
NPS is virtually useless outside of the United States or basically anywhere the people are not very culturally American. The vast majority of Europeans for example consider an 8/10 to be a very good result, which they would say for a product they think did everything they expected; and generally worked well. The only way you’re getting 9 or 10 out of them is if you personally visit their desk and shine their shoes while praising their good lucks and great competency at their job, while they fill out the survey . As an example from wider society - Witness college results, where in many parts of Europe, over 70% is considered a 1st, and very very few people get 80% or a above and virtually none get 90% or above. Tell an American you got a result in the 65-70% range in your degree, and they’ll look at you with pity as if you almost failed , when that’s actually a top-end of the class result over here. Thus, you will get a LOT of neutrals (7 or 8/10) from Europeans who are actually very satisfied with your product .I imagine this might be the case in Many parts of Asia also
Great content. We've created a new podcast to discuss operations for Customer Success in more depth. If you're looking to learn more about the career, how to structure teams, or how what to focus on, you'll want to check out these videos: www.youtube.com/@SpotlightOnCSOps
Question on CSAT: What happens when there is an intermediary between you and your customer - such as an insurance broker. Who do you send the CSAT survey to? The customer or the broker? (or both?)
Great video. Love the suggestions on meaningful metrics.
🙏🏻
I have a problem with NPS because is basically a ratio or promoters v detractors, doesn't really show the real impact/damage the company is doing to the unknown amount of clients. We should be looking at clients and move them from detractors to passive and then to promoters. I feel it is ignoring the real issues the clients are having.
Also, it is very subjective therefore depends even on the client's mood for the day.
What do you think?
Good video !
With the right combination of these 7 numbers, investors will fall over themselves to throw money at you. Learn the 7 metrics you need to track ASAP.
Great list Dan! Will plan to incorporate these into our analytics.
Awesome, glad to hear it. Let us know how it goes!
Awesome put
🙏
Amazing! What are some usage metrics to track?
Depends on your product/service.
Great vid!
DAn, Great job, not seeing where to download the examples you stated. Can you please let me know? Thank you
Never mind, I found it. Thank you
💪
Great video
1- Customer churn %
2- MRR churn %
3- Net MRR churn %
4- Expansion MRR%
5- NPS Score
6- CSAT score
7- Customer Experience Score
🔥
Hi Dan great video again, Really helpful I want to ask some advice about our team. So we are 2 co-founder planning to set up an e commerce business I want to ask you that do we need growth hacker at the beginning If not what kind of people do our team need to consist of as an early e commerce.
Thank
I know a SaaS founder who should see this video. Lacks customer-centricity and communication with his early adopters in beta group. The 1st ones who invested in his software.
Feel free to share it! Hopefully it helps :)
Great pointers here, Dan!
NPS of 55 or 60 for B2B Saas? You are out of your mind. Most software is not thought about after the work day. Most people are passive about the tools they use day in and day out, and depending on the size of the product, it can be tough to even get a statistically significant score, especially when you start slicing and dicing. The value in NPS is change-over-time and gaining insights from the comments.
NPS is virtually useless outside of the United States or basically anywhere the people are not very culturally American. The vast majority of Europeans for example consider an 8/10 to be a very good result, which they would say for a product they think did everything they expected; and generally worked well. The only way you’re getting 9 or 10 out of them is if you personally visit their desk and shine their shoes while praising their good lucks and great competency at their job, while they fill out the survey .
As an example from wider society - Witness college results, where in many parts of Europe, over 70% is considered a 1st, and very very few people get 80% or a above and virtually none get 90% or above.
Tell an American you got a result in the 65-70% range in your degree, and they’ll look at you with pity as if you almost failed , when that’s actually a top-end of the class result over here.
Thus, you will get a LOT of neutrals (7 or 8/10) from Europeans who are actually very satisfied with your product .I imagine this might be the case in Many parts of Asia also
This content is so valuable. Thank you so much for what you do, you’re like a mentor I’ll never meet face to face haha
Love that, thank you🙏🏼
thank you for great video, it will more helpful if there is short explanation for the terminologies and abbreviations
Isn’t it Customer Effort Score?
It is. CES means Customer Effort Score.
#7 is Customer Effort Score...There is no one Customer Experience Score...CSAT and NPS are Customer Experience Metrics
Revenue and ratings.
There, I saved you 8 minutes of your life.
(5) Johnny Cash - Hurt (Official Music Video) - UA-cam
Great content. We've created a new podcast to discuss operations for Customer Success in more depth. If you're looking to learn more about the career, how to structure teams, or how what to focus on, you'll want to check out these videos: www.youtube.com/@SpotlightOnCSOps