“I read a lot, and put a lot of effort into understanding the real value of an NPS score, and eventually I had to conclude that NPS is a really valuable metric for any SaaS company. It’s not another trend or fad to put on your dashboard and say hey, I’m doing fine.”-Costas Vasiliou
As co-founder and CCO at Schoox, an online education tool with over a million users, and customers including Subway, KIA motors, and Five Guys, it makes sense that Costas Vasiliou cares about customer satisfaction.
We talked about what they do to make sure everyone using Schoox has a great experience.
What differentiates you from other online training platforms?
We like to think we have a bold vision for online learning and training, not just a learning management system. Despite the surge in online learning during the last few years a lot of systems have been unable to offer what enterprises really want.
We think differently because our whole platform is ultimately designed for the end-user. Schoox is a full ecosystem of different levels of users but we always try to focus on the employee. We have the experience of over 1.5 million users on the platform and we think it’s optimized to deliver for both big and small enterprises.
In addition, every employee becomes part of the Schoox community, even if they leave their employer they remain a member of Schoox, and can keep taking courses to further their own knowledge and career.
With which level of user do you measure NPS score?
Our customer base consists of everything from small businesses to huge multinational enterprises so we started using satismeter to measure our NPS only with our paying customers, not prospects or free trials. We also don’t currently send surveys to our end users but rather administrators, training or human resource managers, and small business owners.
We think a tool like schoox can make life easier for the learner and the teacher, and eventually, we’d like to offer a must-have tool to the owners and managers to bring excellence to their overall business. Collecting customer feedback can help us make this happen.
What about measuring NPS via mobile?
We’re considering integrating the iOS SDK since we have native apps for iOS and Android, and a lot of corporate training for big companies is delivered through mobile devices. Many of their employees use the service on the go, so one way we can expand our current feedback program would be by taking advantage of mobile capability. It’s something that’s in the works.
What’s your NPS process?
At first, it was very experimental for us because we’re such a young company, but we have a big user base and we thought we should be proactive and start getting together all the tools and processes that we would want eventually established. NPS was one of them.
We were getting mostly pretty good feedback, and for the first few months we wouldn’t do much unless we got a really bad score. However recently we started an entirely new approach. We now answer every single survey we get, directly via e-mail.
We don’t use an automated service, we write a personal response to any user who gives verbal feedback. The answers are unique, say someone gives us a 9 but still mentions some issues with our UI, the response will address their specific concerns and what we’re doing about them, sometimes we even include our roadmap. We also sometimes make calls to talk through the details.
For us an NPS score is something that makes you proactive, it keeps us in touch like real human beings with our users. Because we only measure NPS from administrators we can answer in person every time.
we launched NPS measurements to our user base about 2 years after our first customer, and as we expanded rapidly didn’t give much thought to it. This wasn’t a coincidence, I’m very cautious when it comes to metrics, I was resistant to measure anything that wouldn’t make a difference to our daily life.
I read a lot and put a lot of effort into understanding the real value of an NPS score, and eventually, I had to conclude that NPS is a really valuable metric for any SaaS company. It’s not another trend or fad to put on your dashboard and say hey, I’m doing fine.
If in a given month I have an NPS score below my goal, I can always see that something has been done the wrong way. Generally, I’d say if there’s a difference of more than 5 points there’s almost always a specific issue we can pinpoint which has caused that drop. For such a simple process that’s a really great pay-off, and demonstrates an impressive level of accuracy.
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