Asking for the score
4A request is drafted by a trigger, held for the account owner's name, sent by a person, answered by the customer. A public review is asked only of somebody who just said 9 or 10 — never of a lukewarm one. Never in the same week as a reminder, never during an open complaint.
- After a release or an accepted sprint review → NPS — would you recommend us · never during an open escalation
- After a ticket is closed → CSAT — how did we do on that · one day after closure, one question
- After an NPS of 9 or 10 comes back → a public review · within a week; Clutch or G2, the client's choice
- Northwind Logistics Inc. · NPS — would you recommend usansweredRelease 1.4 shipped to the store network · to VP Operations · Rahul · sent 12 Aug · answered 14 Aug · scored 8
Two people answered — an 8 and a 6. Both kept; the average is not the finding.
- Bluepeak Health Ltd · NPS — would you recommend usansweredSprint review accepted · to Head of Digital · Nikhil · sent 11 Aug · answered 12 Aug · scored 9
- Bluepeak Health Ltd · a public review on ClutchheldAfter a 9 — Bluepeak, 12 Aug · to Head of Digital · Nikhil
Drafted the day after the 9; held for Nikhil's name. A review request goes out under the person the client knows, never from a system address.
- Vaayu Retail Pvt Ltd · CSAT — how did we do on thatansweredRollout ticket closed · to Programme lead · Rahul · sent 4 Aug · answered 5 Aug · scored 4
What customers said, in their words
5- Product · beta distributors (7)Distributor, Indore · 22 Aug
“Works offline or it does not work. Our drivers are in villages with no signal.”
call note - Northwind Logistics Inc.CTO · 14 Aug
“The team is good. The dates are not. I would rather a later date that holds than an earlier one that moves.”
8
nps
- Northwind Logistics Inc.Warehouse ops lead · 14 Aug
“I find out about changes from the developers, not from an account manager.”
6
nps
- Bluepeak Health LtdHead of digital · 12 Aug
“Reliable. Renew as is.”
9
nps
- Vaayu Retail Pvt LtdStore manager, Pune · 5 Aug
“Easy to use. The Wi-Fi in the store is the problem, not the app.”
4
csat