We know these surveys might pop up for you or your team when you’re not expecting them, but if you have a minute to give us some feedback, it genuinely goes a long way towards making Intercom a better product for you and your business.
So, what is NPS?
NPS is an industry standard way to collect feedback from your customers. It usually starts with a simple question like “How likely are you to recommend our company to someone?”
We collect feedback with NPS surveys throughout the customer lifecycle. We send the first survey after 2 months, then another at 6 months, then every 6 months after that.
Here’s Intercom’s in-product NPS survey (we send email versions too):
Ratings & comments
The survey asks you to rate your likelihood to recommend us from 0 to 10. These numerical ratings let us know how we’re doing.
We’ll then ask if you would you like to add a line or two to explain what you love or how you think we could do better. These comments are ✨gold-dust ✨
Ok, this is where we are so far:
✔️ We’ve asked you for feedback
✔️ You’ve taken time out of your day to give us feedback
🔲 Now it’s on us to make sure that feedback gets put to good use.
Firstly, we analyse the numerical ratings at an account level. If your account is on a managed plan, your relationship manager knows how you and your teammates’ rate your experience with Intercom. They also see any comments from you and your team, good or bad. Honest feedback is incredibly valuable in maintaining a great constructive relationship with our customers, and knowing how we can work together for you to achieve success.
If you’re on a self-service plan, we surface those ratings and feedback (along with our managed account feedback) to the relevant Intercom teams on a monthly basis. For example, feedback regarding our Inbox product will always get to the team who design and make it. Feedback regarding our help content will get back to our Product Education team. This is how each of our teams know where they can do better to ensure we continue to improve Intercom for our customers.
So that’s NPS in a nutshell. We really do value your feedback, and it all goes towards making Intercom a better product for you.
Thanks for your help 🙌
*It’s worth noting here that we never share this information with anyone. It’s solely used by Intercom to make our product better.