HEYYER Net Promoter System (NPS)

HEYYER Net Promoter System (NPS)

Intro

HEYYER Net Promoter® System, a smart, agile and semi-automated extension to convert unhappy customers to happy customers. The extension is based on the most effective and proven concept to measure and improve customer loyalty, the Net Promoter® System, introduced in Harvard Business Review, 2003.

We have created the HEYYER NPS® extension for Magento, for you to grow your business with happy, loyal and good profitable customers.

Successful companies develop effective customer feedback programs based on Net Promoter® score that they credit with strengthening their customer relationships and helping to fuel the growth of their businesses. (See: “In good company”)

Net Promoter® Score in a nutshell

The Net Promoter® Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.

By asking one simple question:

“How likely is it that you would recommend [your company] to a friend or colleague?”

You can track these groups and get a clear measure of your company’s performance through your customers’ eyes – and improve your business. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

To calculate your company’s NPS®, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Additionally the customer is offered an option to comment on the score as part of the feedback.

Business value

Identifying and tracking Net Promoter® Scores forces businesses to listen, learn and act. Turning detractors into promoters is one of the most valuable long-term investments you can make. It’s also very satisfying to track this metric and watch it improve, because the results have a direct impact on all those other metrics that are tracked, including the bottom line.

What it does

HEYYER track customer loyalty and generate a customer loyalty score based on the Net Promoter® Score system (NPS). The store manager uses the Net Promoter®score system, to spot unsatisfied customers (detractors), engage with the customers and closing the loop to turn all customers in to promoters and grow the business by keeping customers happy and loyal.

Workflow

1. HEYYER will check all shipped sales orders and a notification will inform the store manager via the Magento dashboard, that there are invites ready for approval.

2. Approval is per invite or all queued invites selected and approved in one process.

3. HEYYER will send email invites out to customers at a fixed scheduled time according to your pre-configured choice. The email invitation contains your pre-configured text chosen during configurationand a link/url to the web shop, where the survey are hosted.

4. When clicking the email link it will take the customer to a very short survey on your Magento webshop, which consists of 1 simple question and comment option.

6. When the score and comment has been submitted, the specific score will be included in an overall Net Promoter® score, calculated across all customer scores – and presented on the dashboard – that will be your business NPS®.

7. On the dashboard a notification will immediately indicate that you got feedback from customers – the store manager can click these messages and create a reply back to the respondent. If a reply is made, the extension will create a new message dialog, enabling message history and threading.

8. Any replies from store manager to the customer is sent using email and includes a link/url that allows customer to make replies. Clicking the link in the mail will bring up a page showing message history and the option to reply back.

9. Each individual score, comment and further dialog is stored on the customer profile section within your Magento admin

Net Promotor® System

The calculation engine in HEYYER, is fully based on the fundamentals of Net Promoter® Score system.

Customer dialog

All dialog with the customer can be handled within the HEYYER Net Promoter® extension.

Customer Engagement Automation

When first configured the work process, will secure the rapid and vital communication with customers to close the loop, keep up customer satisfaction and improve loyalty.

Full Net Promoter® score across business

In the dashboard a real-time Net Promoter® score is presented.

Invitation

A process automation is in place, to secure the customer engagement process. But has an incorporated manual approval step prior to sending invites to customers – both bulk or individual approval options.<a name="_GoBack"></a>

Full invite and response history

Search among all customers, invites, scores and comments across the business and down on each customer.

Notifications

Your Magento dashboard will deliver real-time notifications for both “queued invites ready to be send” and “arrived responces ready for review and action”

Schedule of email distribution

Select your preferred day for bulk distribution of invites for the highest email open and response rate. (Requires crontab support)

Email configuration

You can configure a FROM NAME and FROM EMAIL within the configuration panel.

Multi language

An easy-to-use in-page editor for quick translation and 100% localization of the customer facing user experience of your customer experience. This includes email templates and all survey texts.

All within Magento environment

All admin, customer response and email distribution is included in the HEYYER - no external systems or service subscriptions are required.

Lightning fast installation, configuration and ROI

Get HEYYER Net Promoter® system:

- Installed, 60 seconds

- Configured, 6 minutes

- ROI, 1st converted Promoter

In good company

You are in good company! Some successful businesses which uses Net Promoter® Score

Lego

Zappos.com

spreadshirt.com

mymms.com

Expedia

Mars Direct

Rackspace.com

Maersk-line

Sony

Western Union

IBM

General Electric

Carl Zeiss

American Express