For users who did not participate, you can also consider sending emails or text messages to follow up. 3. New user trial experience The new customer experience is the first step in making a product successful, and the trial experience determines whether customers will stay or leave. Activating success early will have a better chance of retaining more customers over time. With NPS, you can determine which customers canceled and which customers upgraded, which has an impact on conversion rates. Conduct a survey immediately after a customer trial period to ask customers what they think about the product. Depending on their scoring interval, some strategies can be adopted.
A foreign saas company used the NPS survey to achieve a 250% increase in purchases and upgrades, while reducing the loss by 50%. The following is the specific method: After a free trial ends, often companies don't know what keeps some customers and others leave. So when the trial expired, the company used the NPS survey to get qualitative feedback from customers. This allows companies to obtain real-time information and turn it into action. Their goal is not to see how many points customers rate, but to sms marketing service use "NPS insights to reduce churn and increase revenue." When feedback is received, customers are divided into three groups: recommenders, passives, and detractors based on customer scores.