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Unboxed NPS surveys

NPS FAQ

What is NPS? NPS stands for Net Promoter Score. It's a customer satisfaction benchmark that measures how likely our clients are to recommend Unboxed to a friend on a scale of 0-10. Scores 0-6 are Detractors, scores 7-8 are Passives, and scores 9-10 are Promoters.

Why is this important? NPS measures customer loyalty, identifies ways we can improve, identifies potential referral partners and helps us prioritize reaching out to detractors.

What's in it for me? You will see which of our clients could potentially provide you with referral business 💰 and immediately identify which clients need to be contacted in the event they have a negative experience.

What do I need to do to make sure my contacts receive NPS emails? Contacts will only be sent NPS surveys if they are associated with a deal, so you will need to associate the proper contacts with deals you create in HubSpot. If you already do this, thank you 👏.

When will my contacts receive these emails? For training clients, contacts will be sent NPS surveys two days after final delivery of a project. For Spoke/Coach/ReadySet clients, contacts will be sent NPS surveys after the client has completed the onboarding process and has had at least 10 logged in users during a rolling 30-day period.

What do these emails look like? Like this:

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How will I be notified about NPS responses? You will receive an automated email from HubSpot every time a contact you are the owner of submits an NPS survey. You will also have a HubSpot task created to reach out to the contact if we receive a detractor or passive score.

NPS Survey Workflow (Training)

  • A deal is created in HubSpot (manual process - BizDev)

  • Deal Owner associates all contacts with a deal that should receive NPS surveys (manual - BD)

  • Deal reaches Closed Won 🎉🎉🎉

  • Project is final delivered and marked as “Complete” in Kantata (manual - PM)

  • “Project Status” of the Closed Won Deal in HubSpot is updated to “Complete” by Kantata (automated process)

  • 2 days later, NPS survey is sent to contacts associated with the Closed Won Deal (automated)

  • Feedback is received and emailed to Contact Owner, Chief Revenue Officer, Senior Director of Partner Strategy, Director of Marketing, Vice President of Learning Experience Delivery and Manager of Data Analytics. An MS Teams notification is sent to the Project Management Team. (automated)

    • If feedback is Promoter, contact will receive a gift via Sendoso email 24 hours later (automated)

      • If feedback is Promoter and other considerations, contact will receive email with invitation to Skill Agility committee (automated)

    • If feedback is Detractor or Passive, a HubSpot task will be created for the Contact Owner to reach out (automated)

      • Contact owner contacts detractor contact (manual - BD)

NPS Survey Workflow (Spoke/Coach/ReadySet)

  • A deal is created in HubSpot (manual process - BizDev)

  • Deal Owner associates all contacts with a deal that should receive NPS surveys (manual - BD)

  • Deal reaches Closed Won 🎉🎉🎉

  • Client completes onboarding process and is marked as no longer onboarding in UBT support’s Client spreadsheet (manual - Support)

  • NPS survey is sent to contacts associated with the Closed Won Deal whose Buying Role is any of Spoke Admin or Main Stakeholder after the client has had 10 logged in Spoke users in a 30-day span (automated)

  • Feedback is received and emailed to Contact Owner, Chief Revenue Officer, Senior Director of Partner Strategy, Director of Marketing, Agile Delivery Lead, Client Support Manager and Manager of Data Analytics. An MS Teams notification is sent to the Product Support Team (automated)

    • If feedback is Promoter, contact will receive a gift via Sendoso email 24 hours later with request for review at external sites (automated)

      • In the future, if feedback is Promoter and other considerations, contact will receive email with invitation to Skill Agility committee (automated)

    • If feedback is Detractor or Passive, a HubSpot task will be created for the Contact Owner to reach out (automated)

      • Contact owner contacts detractor contact (manual - BD)

  • Clients are enrolled in quarterly Customer Satisfaction Score (CSAT) survey emails (automated)

NPS & CSAT Reporting

  • On a monthly basis, NPS reports are sent to Chief Revenue Officer, Senior Director of Partner Strategy, Director of Marketing, VP of Learning Experience Delivery, Agile Delivery Lead, Client Support Manager, Manager of Data Analytics (automated)

  • On a monthly basis, CSAT reports are sent to Chief Revenue Officer, Senior Director of Partner Strategy, Director of Marketing, Agile Delivery Lead, Client Support Manager, Manager of Data Analytics and TBD (automated)