Using NPS with HubSpot - Kalamazoo HUGS Feb 27, 2014

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Information about Using NPS with HubSpot - Kalamazoo HUGS Feb 27, 2014
How-to & DIY

Published on February 27, 2014

Author: TSchwab87



Inbound is about making marketing people love, but how can you measure it. NPS (Net Promter Score) is a proven system that can be easily tracked using HubSpot. Using workflows you can systematically take action on the information.

What do customers really think of us?

Tom Schwab Twitter @TMSchwab @Inbound4eCommerce LinkedIn

Consultant$ Focu$ Group$ Listen Surverys Hope!

How likely are you to recommend (your name here) to a friend or colleague?

Net Promoter Score • What it is • Why it matters How to automatically track • Email • Static Pages • List • Workflow Taking Action on the Information

It’s not about a customer’s satisfaction or even loyaty – at least in so many words. Rather, it’s about a customer’s willingness to recommend a product or service to someone else…the percentage of customers who were enthusiastic enough to refer a friend or a colleague – perhaps the strongest sign of customers loyalty – correalted directly with differences in growth rates among competitors.” Frederick F. Reichheld Harvard Business Review – Dec 2003

Top 4 Reported Scores for 2013 USAA Insurance = 80 Costco = 78 USAA Banking = 78 Apple = 76

Email How to use HubSpot to automaticaly track your NPS Static Pages List WorkFlows


Static Pages



Manual Calculation NPS = 99/108 – 2/108 = 92 - 2 = 90

Taking Action on the Information? NPS vs Time LTV vs NPS Maximizing LTV of NPS+ NPS as an HR Metric NPS as a Financial Metric

They Love Us! And I’ve got the NPS data to prove it

References / Resources The One Number you Need to Grow Frederick F. Reichheld Harvard Busines Review December 2003 Net Promoter System Blog One Number That Says it All Fred Reichhelf Linkedin How to use post transactional NPS emails to grow sales Tom Schwab HubSpot eCommerce Blog Planning to exit in 5-10 Years? 10 Things to do right now John Warillow Built to Sell

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