Reviewing and Measuring Program Goals
Whether it's your first quarter using Delighted or your fiftieth, it's always important to reflect on one question: What’s the main reason you signed up for Delighted? Answering this question allows you to focus your energy and resources on achieving your main objectives. For every goal, a QBR is the perfect time to reflect on the Delighted tools at your fingertips to measure and track your respondents’ feedback and hone the experience they have while giving that feedback.
There are two main methods for measuring your success that work even better when done together. These are:
Benchmarking your scores
Benchmarking is an extremely powerful tool that can help put your program into context by comparing to other companies in your industry. Keep in mind that benchmarking with NPS can be difficult, as companies measure at different parts of the funnel as well as different customer subsets. For example, customers who have been with you the company for a year or more will have a typically higher NPS than those in a trial period.
Tracking changes in sentiment using Trends
Trends are used to track sentiment for each of your unique customer segments. In a typical QBR setting, it’s helpful to review these segments for changes and drivers to your overall score. Reports are also used to map these trend data over time, helping you to expose fluctuations and reported out changes to your team.
What are Trends?
Trends are saved searches comprised of keywords and properties that you select. After a Trend is created, both existing and new responses that meet those specifications are automatically filtered into a unique view. You can use Trends to trigger notifications for specific departments and team members, create robust searches for sentiment analysis, produce refined reports, and more.
How can I use Trends?
Imagine you own a direct to consumer mattress company that sends NPS surveys to customers every quarter. You track whether responses come from customers who recently purchased a mattress or who have been using their mattress for over six months. You also track what exact product they purchased and what kind of sleeper they identify as. Using trends, you can combine these properties to track new customers who purchased your most popular mattress and are self-identified “light sleepers,” to compare to other segments of your customer base with ease.