What do you like best?
Waypoint guidance and services are most valuable. The product itself forces the structure and is helping us to operationalize our very new and immature NPS program.
What do you dislike?
The navigation takes some getting used to.
Recommendations to others considering the product
If you are looking at NPS as a program, then I would recommend TopBox and Waypoint.
NPS is a rich methodology with great benefits when done right. The biggest benefits come when operationalized - when benchmarks are established and informed actions are taken on the results. For someone with another daytime responsibility, NPS can be complex and intimidating. Getting trustworthy results on actionable opportunities for the full customer experience requires much to consider.
Waypoint and TopBox provide the expertise, tooling and guardrails to get you on a path to success. We got value with the first survey and I can see that the next set of surveys will be even better based on the learnings surfaced with TopBox.
What business problems are you solving with the product? What benefits have you realized?
NetBase provides an enterprise-class Software as a Services products. Our clients include large global brands, smaller local brands and the agencies and researchers who serve these brands. The NPS program helps us understand what services, policies and product features are contributing customer loyalty and which ones are dragging loyalty down. The NPS program is also new.
There are two benefits:
1. The NPS program is providing the insights we were seeking. We are learning about what clients expects, what they value and what they perceive in NetBase.
2. The Waypoint help and the TopBox system are also providing feedback on how we execute the NPS surveying. This includes informing us on target contacts, to questions, and the need for both transaction and relationship surveys.