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Client Use Case:

Today we’re highlighting our client,, which is the leading Net Promoter Score® platform for small and medium-sized businesses. They have been able to streamline measuring customer satisfaction and feedback through a survey that determines NPS®. If you’re unfamiliar with NPS®, it measures customer experience and predicts business growth. This proven metric has transformed our business and now provides the core measurement for customer experience.

How We Utilize Net Promoter Score

Customer satisfaction is an important pillar of success for Kadence. NPS® is a reliable resource that allows us to have insight into the willingness of an existing customer to recommend our services. It also provides a net promoter score, which is a quick way to gauge customer satisfaction. The NPS® survey consists of one simple, yet powerful question: How likely is it that you would recommend our brand/product/service to a friend or colleague? From the responses we’re able to know whether that respondent is a promoter, passive, or detractor:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Source: NPS®

Insights Provides Us

Once the survey starts to receive respondents, provides analytics based on the answers received. This makes it easy to identify trends and measure success. This tool is more than a numerical score as it provides more details on the customer relationship. Once a customer responds to the survey, it will be easy to know how to respond back based on the relationship. This provides us insight into how we can improve as a company to continue to keep our customers happy and contribute to their success.

Not only does Kadence utilize, but we also service it. Our experts walk customers through the system and make sure they can use it to its full potential. You can also integrate within your Salesforce system. Contact us if you have any questions, we’re happy to help.


About Sara Hernandez
Sara is the Head of Customer Success for Kadence Collective. She implements processes to ensure customers receive the support needed to achieve their goals. In her free time, she likes to relax with family, shop and socialize.
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