How to Leverage NPS to Drive Reviews for Your SaaS Product

Why you should use NPS to drive reviews

Here are some benefits of using NPS surveys if you’re looking to get on top of your review game.

Identify and fix issues

NPS feedback is a great source of information on where your business needs to improve. Your users might be able to pinpoint your blind spots and provide invaluable insights into how user-friendly your product is from the perspective of Promoters, Passives, and Detractors.

It’s a good idea to prioritize the feedback based on its potential impact on customer satisfaction (try one of the customer satisfaction tools we've included on our ranking)and loyalty before it turns into negative reviews.

If you have not run your NPS survey yet, try this template for free:

Use this template

Improve your product roadmap

Using the insights gathered from customer responses will help you plan new features and provide ideas for enhancements. To make the most of the feedback, you can segment it based on customer demographics, product usage, or other relevant factors to identify patterns and trends.

Keep refining your product roadmap based on ongoing NPS feedback. This iterative approach will help you stay responsive to customer needs and maintain a strong product-market fit.

Create social proof

Nine out of ten customers worldwide check online reviews before making a purchase, and nearly half say they trust the reviews as much as personal recommendations.

Striving to create more social proof online in the form of reviews will go a long way toward making sure that you create a positive sentiment around your brand or product but also improve your bottom line.

Grow your business

Encouraging your customers to leave reviews on social media or review sites and displaying the best testimonials on your website and in marketing materials might help influence potential customers' perception of your brand and encourage them to try your products.

The conversion rates of product pages that feature reviews are up to 3.5 times higher than those that don’t. This is regardless of whether consumers actually engaged with the reviews - displaying them might simply be enough for the positive sentiment to make an impression. What’s more, these product pages also experience nearly 4.5 times more Revenue Per Visitor.

Build a customer-centric culture

Putting customer needs and preferences first in every aspect of your company’s operations, from product development to marketing to customer service, results in loyal customers and higher customer lifetime values.

If you make customer centricity an ongoing effort, you’ll gain an edge over your competitors who might be lagging behind in terms of customer perceptions and expectations.

According to a survey of 250 individuals at 180 B2B companies by California Management Review, companies that report a “very mature” level of customer-centricity experienced 2.5x revenue growth compared with those reporting their business was “very immature.”

How to leverage NPS to drive reviews

Follow the steps below to get more reviews thanks to your NPS feedback.

Take a personalized approach

Focus on nurturing relationships with your customers by taking the time to personalize each follow-up message you send out.

This doesn’t just mean you should personalize the response based on whether the respondent is a Promoter, a Passive, or a Detractor. Take into account the score, the explanation provided, and any requests for fixes or new features. As a result, your customers will feel that their opinion really matters to you.

For instance, if you’d like to know what features your users would prioritize, you can send them this survey as a follow-up:

Use this template

Focus on Promoters

Although you should respond to every message, focusing on Promoters in particular when it comes to requesting reviews makes sense. At the end of the day, they are your biggest fans and they’re most likely to recommend your brand to others.

You can, for instance, identify promoters who are particularly keen on your product and collaborate with them to create content, such as blog posts, videos, or social media posts, showcasing their experiences with your brand.

Use your NPS promoters as brand ambassadors by encouraging them to refer friends, family, or colleagues to your business. You can also offer incentives for successful referrals.

Promoters are customers who selected 9 or 10 in an NPS survey. Image source: TeamSupport

Make it easy to share reviews

Make it as simple as possible for your customers to leave reviews to increase your chances of getting them.

You can send out an email with a link to the review site, your Google business profile, or your Facebook page so that it takes the least amount of time.

If you offer a service, you can also share a few bullet points on what you feel are the highlights of your copperation so that the client doesn’t have to spend too much time thinking of what to write, but they can also ignore it altogether and write something else.

Engage with Detractors

If left unattended, Detractors can leave negative reviews and damage your business. Make sure that you follow up with them and let them know they’re heard.

Thank your Detractors for taking the time to provide feedback, empathize with their situation and avoid being defensive.

Treat Detractor feedback as an opportunity to learn and grow. Regularly analyze the patterns and trends in feedback to identify areas for improvement, and continue refining your approach to customer satisfaction.

Offer solutions

Depending on the nature of the problem, make sure you offer a solution, not just just to “look into it.”

If customers express dissatisfaction with your product or service, consider offering a replacement, refund, or discount on a future purchase. You can also provide additional guidance in the form of tutorials, video explainers or

to help them make the most of the product or service.

Thank customers for their feedback

When customers spend their time to provide you with feedback you can use to improve your product or service, the least you should do is thank them for it.

Even a short "thank you" note can go a long way in maintaining strong customer relationships and encouraging them to leave more feedback in the future.

Close the feedback loop

Closing the feedback loop involves taking action on customer feedback and effectively communicating the results back to the customer. This process demonstrates that you value their input and are committed to improving their experience.

How to incentivize customers to leave reviews

Consumers are generally more likely to post negative reviews rather than positive ones. But sometimes a little nudge can help your satisfied customers share their thoughts with others.

There are many monetary and non-monetary incentives you can encourage your NPS respondents, particularly Promoters, to write reviews, including:

extended trial subscriptions
discounts and coupons
gift cards
loyalty programs
access to special features or products
access to exclusive events
referral rewards
donations to a charity

Whichever incentive you choose, make sure it doesn’t come across as excessive or disproportionate as you might end up alienating your customers rather than attracting them.

Leverage NPS surveys to get more reviews

NPS surveys can provide you with invaluable insights into your customers’ satisfaction with your brand. They can also be used to identify your biggest fans and leverage that information to get reviews.

The easiest way to get both NPS responses and reviews it to use a tool that automates the process of communicating with your customers. With Survicate, you can set up and send your NPS survey in a matter of minutes, for free. You can also make use of our extensive range of native integrations with tools such as HubSpot, Slack, Intercom, and Salesforce to seamlessly manage the feedback and your follow ups.

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