NPS goals

How to Set Up NPS Goals for SaaS

Did you just finish running your first NPS survey? Wondering how to set net promoter score goals and continue improving your customer satisfaction? Ok I admit it – I may be biased in saying this but NPS is really amazing. Even a simple, single-question NPS survey can help you understand how loyal and satisfied your […]

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Customer Success Software

10 Best Customer Success Software For SaaS

Are you considering improving your customer success? Wondering which software and tools to use? You know, I absolutely love how Forbes opened their article: Customer Success: The Best Kept Secret of Hyper-Growth Startups  They said, “Customer success is where 90% of the revenue is.” It’s hard not to agree with it. For SaaS companies that […]

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Measure Customer Satisfaction

How to Measure Customer Satisfaction: A Guide for SaaS Brands

Wondering whether customers love your product as much as you think? Looking for advice on how to measure customer satisfaction to find out once and for all? Did you know that 67% of customers cite bad experiences as a reason for churn? Yet only 1 in 26 of unhappy customers complain and tell brands about […]

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How to Use NPS in Customer Service

Wondering how to use NPS in customer service? Customer experience is so critical to SaaS success, isn’t it? 96% of customers consider customer service vital to their loyalty to a brand, after all. And loyal customers are 5x more likely to purchase again and 4x more likely to refer a friend to the company. So, […]

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Interpret CSAT results

CSAT Survey Analysis: How to Analyze Customer Satisfaction Survey Data

Are you running CSAT surveys? Wondering how to analyze customer satisfaction survey data you’re getting? You know, collecting feedback is just one part of building a customer-centric business. But it’s what you do with those results that matters and makes a difference to your company or product. In this guide, you’ll learn how to analyze […]

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Why Use NPS: 7 Reasons to Use NPS Surveys

Are you wondering why use the NPS survey? It goes without saying – NPS has become an unquestionable standard for customer research.  Most of the major brands have at least dabbled in Net Promoter Score (NPS). And the biggest ones openly state that NPS drives many of their critical business and product development decisions. But […]

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How Important are CSAT Surveys for SaaS?

Are you planning to evaluate customer satisfaction? Wondering how important CSAT is for your SaaS? You know, there are three primary customer satisfaction surveys: CSAT (Customer Satisfaction), NPS (Net Promoter Score), and CES (Customer Effort Score).  I recommend you run all three. However, in this article, I want to focus on CSAT, specifically and explain why […]

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CSAT vs. NPS: Which Customer Satisfaction Metric is Best?

Are you planning to start measuring customer satisfaction? Can’t decide whether to use a CSAT, NPS, or CES survey? Wondering what the differences between CSAT, NPS, and CES are? FACT: 81% of organizations consider customer experience (CX) as a competitive differentiator. According to the same research, 84% of the companies focusing on CX earn more […]

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CSAT Questions

15 CSAT Questions to Help Improve Your Business

Wondering what CSAT questions to ask to discover how satisfied customers are with your product or service? In my last article, I discussed the ideal CSAT survey frequency to get as many responses as possible. But that’s frequency. Their quality, however, will largely depend on the questions you ask, and that’s what I’ll help you […]

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CSAT Survey Frequency: When and How Often to Send a CSAT Survey

Are you wondering how often you should send a CSAT survey? Looking for information on the most optimal CSAT survey frequency? I hear stories like this all the time: You, a founder, spent months and months building your SaaS. You put equal or even bigger effort into acquiring customers. And then, when you think everything […]

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When to send NPS

Best Time to Send NPS Survey: Guide with Examples

Are you planning to run an NPS survey? Wondering what’s the best time to send it to collect the best insights? FACT: The success of any survey largely depends on timing.  Send the survey at the wrong time and you might be facing ridiculously low open rates. Well, that and poor quality data such poorly […]

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What is a CSAT Survey

Looking to learn more about CSAT surveys? Let’s face it: No company can last long without satisfied customers. Unless people enjoy what you sell and enjoy dealing with your company, your business stands little to no chance to flourish and grow.  Well, it’ll, most likely, collapse, eventually.  But I’m sure you know this, right?  So […]

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How to improve NPS

How to Improve NPS Score

Want to improve your NPS scores? Good news, then. You’ll find detailed guidelines on how to do it below. Here’s what we’ll cover. So, what is a Good NPS Score? I hear this question all the time. Our users and prospective customers often reach out asking what NPS score they should be aiming for. Or […]

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What is NPS

What is Net Promoter Score (NPS): Everything You Should Know

I’ve seen so many supposedly amazing approaches to measuring customer satisfaction and loyalty since I started building products. (Remember this one, anyone?)  None of them ever came close to NPS, though.  Net Promoter Score (NPS) is a super simple metric to measure and analyze, after all.  It delivers incredible insights into customers’ attitudes toward a […]

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How to implement NPS

NPS Tutorial: How to Implement NPS Score

Are you wondering whether customers are happy with your product? Looking for information on how to set up and run an NPS survey to find out? FACT: Net promoter score is a fantastic way to discover customers’ satisfaction with a brand or a product and customer loyalty.  But it’s also quite a tricky survey to […]

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How to Use NPS Scores

This post discusses how to use NPS scores to propel a company’s growth.  But before we get to that, I think I need to explain why I decided that we must tackle the issue.  You see, NPS has become a standard – but also, a bit of a buzzword. Almost every new company has tried […]

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