3rd party orgs to call NPS detractors ?

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  • Updated 3 months ago
We are looking at engaging a 3rd party to call NPS detractors to gain more insights as to how we can improve. Wondering if others have tried this approach and what organization you have used to conduct the surveys.
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Lisa Paul

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Posted 3 months ago

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Nick Mehta, Employee

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At Gainsight, we've used a third party (Eigenworks) for a lot of research like this - "stalled" sales cycles, lost deals, churned clients, etc.  We find it to be tremendously insightful.  Glad to intro if helpful.
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Lisa Paul

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Thanks Nick! We would really appreciate an intro. If things go well with engaging detractors, we would also be interested in reach out to lost deals and churn customers.  
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Dan Ahrens, Gainster (employee)

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Hi Lisa, are you currently doing NPS followups in house today? If so, which team is doing them?

As Nick mentioned, we use an external vendor for deals that don't materialize or churned customers, and there's a lot of value having a bit of separation in those scenarios. I'll share a perspective that for current active customers, you might want to consider having an internal team follow up with your detractors. 

Being able to directly interact and respond to detractors not only gives you first hand insights (and control of the way the conversation evolves), but it also demonstrates a very personal commitment by your team to your customer's success. 

We've done data science analysis on whether or not NPS is a strong predictor of churn and it doesn't always correlate as strongly as you might think. A key reason in most of those cases is that the vendor has a robust follow up and remediation program to correct the experience for NPS detractors. 

Hope this helps. Let me know if you'd like to connect and compare notes. Feel free to drop a note to me at dahrens@gainsight.com