“Immediately” after real-world product use, a survey is sent to a subset of customers. The survey captures a number of self-stated experiential metrics: likelihood-to-recommend, satisfaction, occurrence(?) of product, etc. By periodically running this survey, we can observe how changes in the (web-based) product affect the customer experience.
Survey sent “immediately” (e.g. minutes, hours, or even a few days) after product use. We currently send survey monthly, but any frequency is possible. Reporting looks specifically at changes over time.
– Pick up on trends before they become crises
– Provides concrete experiential goals for business
– Cannot be used as a predictive tool because of sample sizes
– Only applies to live products
– Participant selection can affect results
NPS (Net Promoter Score) literature (e.g. Frederick Reichheld)
