Net Promoter Score (NPS) Score: NPS a management tool that can be used to gauge the loyalty of a firm’s customer relationships. NPS is scored on a scale from 0 – 10 based on the survey question, “How likely are you to recommend Venta Marketing to a friend or colleague.” The maximum NPS score possible is 100 with 70 being “World-Class”. A survey score of 9 – 10 is a “Promoter” worth 100, 7 – 8 is a “Passive” worth 0, and 0 – 6 is a “Detractor” worth -100. The sum of all scores is compiled to calculate your NPS score.
Recently Management
Customer Management
- New Campaigns
- DocuSign received
- Campaign is added to Sales Grid and marked green
- Add green customers to Retently during the sales meeting
- Add “campaign” tag
- Projects
- DocuSign received
- Project is added to Sales Grid and marked green
- Add green customers to Retently during the sales meeting
- Add “project” tag
- Unsubscribing
- Canceled client is marked red in the Sales Grid
- Unsubscribe all contacts associated with the client in Retently
Surveys
- Campaigns
- Sent 30-days after being entered into Retently
- Automatically sent every 90-days after the 1st survey is delivered
- Projects
- Sent manually once discovery is complete
- Sent manually after project completion
Reporting
- A monthly report is sent to each campaign manager by the 5th of every month
- Campaign manager’s NPS score for the previous 6-months
- Campaign manager’s current dollars managed
- Every quarter an NPS report is sent to the entire team using [email protected]
- Company NPS score for past 90-days, 6-months, and 12-months
- NPS score for past 6-months by department
- New NPS scores are automatically sent to Slack in the #nps-score channel