Gather Net Promoter Score Data on Mobile
Mobile customer engagement software Apptentive is bringing Net Promoter Score (NPS) to mobile apps with a new addition to their platform.
The company hopes to cahllenge traditional expectations of NPS response rate by helping brands reach out to their consumers at the "right place and right time" in their mobile journey. Focusing on mobile could allows companies to hear from a significantly larger group of their customer base as compared to desktop and Web, and "unlock insights that build out customer profile data that previously did not exist" according to Apptentive.
“The elephant in the room with NPS has been that while companies acknowledge the value of collecting NPS, they hear from an abysmally low percentage of their customers, particularly in B2C. Consumers are getting bombarded with marketing messages, so in order to get their incredibly valuable feedback, companies must solicit that feedback at the right moment, and via the right medium—mobile,” said Robi Ganguly, CEO and Co-founder of Apptentive. “With the addition of NPS to the Apptentive product suite, they can do this easily.”
Apptentive is certainly not the only provider of segmentation and in-app messaging capabilities, but it may be the first to do so for the purpose of amplifying the success of NPS initiatives.