If you manage Projects in NetSuite, you know how great it is to have project management, tasks, margins, resource management, etc. in one system. But… if there is one thing that it is missing, it is the ability to send surveys to customers – and track their feedback project after project.
SuiteFeedback includes out of the box Feedback management flows for services businesses managing Projects in NetSuite. It gives you total control over your customer feedback.
You can define, which contact will receive the survey, when to send it and how it will look.
With SuiteFeedback, you will be able to quickly determine the best way to use the feedback you receive and take action, right in NetSuite.
Sending a Survey after a Projects has been Billed or Closed is a typical Transactional NPS, because it happens after an event.
The Difference between Relationship NPS and Transactional NPS?
There are two types of Net Promoter Score (NPS) Survey Types.
- The relationship NPS (rNPS) assesses the strength of your relationship with the responding customer.
- The transaction NPS (tNPS) assesses the customer’s opinion on a specific transaction, usually a specific service or product order.
If you want to see how well a new product or service is performing or being received, you can send customers a tNPS after service completion. If you just want to make a regular check in, you can send an rNPS. If you notice that a product is being returned more often, you can create a new tNPS survey to get some additional feedback to see how to improve the product.
Which Customers Should Be Surveyed? The Key to Reaching the Right People.
NetSuite lets you establish different types of entities, with the following three being the primary types:
- Customers / Individuals and Companies
- Company Contacts
In many B2B scenarios, you have a combination of both types, so you want to make sure to target the right customers or contacts and avoid sending duplicate surveys to your customers. We understand how important it is to reach the correct people.
SuiteFeedback makes it easy to distinguish between the different customer types and to target the right one for different milestones.
It is also important to have the right people controlling who receives the surveys. The manager or director of a project or service should control who gets the Survey. If the project team selects the contacts, they may try to manipulate the survey results by focusing on people they know will provide positive feedback.
Survey Timing
There are two ideal times for sending surveys:
- Upon completion of a project
- Following a first or last payment
- 10 days after final Invoice has been paid
When you finish a project, you want to see how well it is being received by your customers. You also want to be able to divide them into your long-term customers and your new ones to see if your product or service is meeting different needs and expectations.
When customers make a final payment, that is also a perfect time for you to learn how they feel about your company, and the product or service. You want to get feedback as quickly as possible so that you can start to act on it. People usually provide the best, most accurate feedback while it is still fresh on their minds.
Once you receive the feedback, you can reach out to customers to either thank them for positive feedback or to see what changes could be made to make your customers happier.
We recommend you send the survey 2 days after your customer makes the final payment or within 2 days of making a first purchase. The timing for the last payment is important. Once the client makes the last payment and you close the account out, that is already a positive sign in how they are likely to respond.
One of the best things about SuiteFeedback is that it automates sending the surveys. All you have to do is define the rule, and the program will do the rest.
Taking Action
You can ask your promoters, or the people who provide high ratings in their surveys, to help promote your business.
- They can post positive reviews about your business, service, or product on G2Crowd, TrustPilot, Google Reviews, Clutch, or any other site that is the best way to promote your business.
- They can provide case studies, testimonials, or authorize publication of their positive rating on your website.
- If you have a referral program, you can see if they would like to join.
Detractors, or the people who provide lower ratings in their surveys, require that you take very different actions to address their feedback.
- Create a branching logic to address your best customers. For example, if one of your top 10 customers who provides continuous revenue expresses dissatisfaction in a survey, you may want to establish an alert to a project manager or even the CEO to contact them.
- Create triggers that ensure very negative responses are addressed as early as possible.
Reporting the Feedback Data with SuiteFeedback
With your transactional and operational data and feedback already in NetSuite, you can create a wide variety of reports:
- NPS by Project
- NPS by Team
- NPS by Practice Manager
- NPS by Location
- NPS by Project Length
- NPS by Total Revenue
- NPS by Fixed or T&M
- Material Projects
Because the NPS is stored at the Customer and Contact record level, there are a few extra reports you can generate:
- Avg Rating
- Latest Project Score
This lets you track the relationship health with a particular customer after each project and over the course of every year.
This is just an example of SuiteFeedback interacting with the Project record once its completed. Imagine how many of these you could be running with SuiteFeedback to help you better understand your customers and to better measure your own company’s performance.
Feel free to contact us for more information or demo that will walk you through all of the basic functions of SuiteFeedback.
