Net Promoter Score (NPS)

NPS is a standard metric for all leading SaaS companies with CRMs deploying similar in-product and/or email surveys to collect customer feedback. Our NPS survey is critical to our development cycle, enabling us to continue innovating to deliver products and services.

A closed loop approach has been implemented so that we can analyse customer responses from NPS, disseminate information to key stakeholders, build governance and action plans around feedback, execute actions plans, and ensure our customers are informed of improvements we are making.

Results are reported across the business and used to establish and/or pivot on numerous strategies to ensure we’re servicing our customers best. Your feedback is critical to our development cycle and ensures the customer is the centre of everything we do at TechnologyOne.

• Company NPS: Once a year in August.
• In- Product NPS: Twice a year in April and September.
• Services NPS: Throughout the year at different touch points e.g. support case closure, AMS etc.

The NPS survey triggers are pre-built into our software. To configure and activate the NPS survey, we deploy a central configuration file that is read and cached locally in each customer instance. The NPS configuration file is small (less than 100KB), and reading the file takes around 15-30 millisecond.

Yes, the survey data is captured and stored anonymously and securely within our IRAP-certified software.

The data, which is captured anonymously, is analysed and reported on. This is then fed back to our development teams to ensure that customer sentiment is incorporated into our product/services development. Feedback will also be validated and communicated through feedback sessions, our Customer Community and product focus groups. This feedback will then be used to guide our R&D investments and contribute to our product roadmap direction.