How to collect NPS with Segment
It has been a long time outstanding to do item to start collecting feedback and net promoter scores from the tens of thousands of customers that AdRoll has. Once at scale it becomes surprisingly challenging to ensure that feedback from users is sent to Product, Engineering and SMB teams.
Last month we turned Satismeter on via our Segment dashboard. Satismeter injects a prompt at the bottom of AdRoll Dashboard asking how likely you are to refer AdRoll to a friend. It looks like this:
Instantly we were deluged with feedback from our customers. The issue was that this feedback was now contained within Satismeter, I wanted it in front of everyones faces. We did two cool things:
Firstly, we sent the NPS comments back to Segment. This ensured that the data was then sent to every product we were using via Segment. For example, Customer Succcess and SMB can now see the comments and scores...
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