😢 I got my first detractor... But it feels better now
I have completed 10+ analyses with Unbundling Reddit, and I felt so good. Every time I asked for an NPS - I got a 9 or a 10. Full supporters... until today.
I received a 6 - which translates to having a "detractor" in NPS words.
"I know, and can see, you've put a lot of effort into that. So that's for sure. But the analysis itself is still pretty general, and I'm unable to take action on directly."
After a few minutes of digesting the feedback, I contacted the user and tried to see how I could still add value and still help him. And this is where lies the true value of collecting NPS. I got the most valuable feedback from him so far.
Make the report more actionable
It was to the point. I only mentioned the actions you could take from the report in the introduction video. I understand now that this should be core to the report itself.
So, two key messages here:
- Fellow builders, see your detractors as a golden opportunity
- Dear detractor, I love you
I ran a SaaS for years and especially early on I found that the people that complained the most were absolutely priceless. They have two hugely beneficial qualities - they have the courage and brass to cork off about what they don't like and they give you detailed descriptions of internal pain points in your offering. The real beauty part is that when you address the issue for them you instantly address it for everyone. Think of negative review providers as growth curve benders. The only challenge you face here is getting over the impulse to ignore them, take it personal, be offended, etc. get past that and start mining the gold they offer up. Kudos Ben for spotting that on your first low score, I didnt! I had to be barked at a few times before it clicked!
Haha thanks mate!
Yes, I feel like having the first detractor is a huge step in an indie project. Let’s cheers to that 🙏
And I totally agree, it takes caring to be transparent and gives constructive feedback. This is super precious.
Curious, what do say to people who say NPS is a bogus metric? I’ve been researching it a lot lately as I’m considering making an NPS tool and it seems like people either live by it or despise it.
Hey there,
Yes, this is an interesting statement.
NPS (the question) is rather good IMO. The "to a friend or a colleague" part helps anchor the question to a reality. This helps collect better data (as in the Mom test principles - anchor question to reality to get more relevant data).
As for any framework or metric, it is as good as for the questions that it helps you ask yourself. In this case, I have a few questions beforehand (what do you like most about my product, what do you dislike most). The NPS only indicates the overall satisfaction. But most importantly, it helps me get deeper into feedback collecting afterward. I can come back to a detractor and provide more help or test other value propositions given the previous answer.
But sure, I hear people having strong opinions on metrics or frameworks. But, to me, they miss the point about these being just tools helping you out pondering certain questions.
Hey Ben, thanks for sharing! Like the attitude, you easily could've let the feedback kick you in the butt and you turned it into a learning moment. Bravo.
One thing I noticed (not sure if it's just me) The "take a seat" button in the header top right section of your site seems to not be tied to your typeform! Might want to check that out :)
Oh! Thanks so much for the notice! I think my next article will be about ranting on Mailchimp and their website builder ^^
Lol, no problem! I'm a big fan of Webflow and Card if you're ever looking for an easy alternative!
Yes, I ll be moving to Webflow - it is really amazing what they offer
Smart man 🙌 - if you want to move fast and not have to worry about mobile optimization, I'd suggest paying for a template. Save yourself like 20 hours of headaches lol
Totally agree. Whenever I manage to get a chat with one of our users, they're all like, "you are awesome, we like everything". The ones who churn (the majority) never respond to our emails asking for feedback.
Yeah right? Super precious to have a person who:
For me, it's the communication with the user that is invaluable. Not necessarily NPS.
Totally aligned on this
Thank you for sharing. I'm curious what do you mean "completed 10+ analyses with Unbundling Reddit"?
Hey @artur124! Sorry for having left out part of the context. I am offering analyses of subreddits on-demand on www.unbundlingreddit.com. The service is a report on the sub requested.
Sounds really useful! I'll need to keep your site in mind.
Haha cool, thanks! Yes, I had great feedback and some success stories from users. Sure! I'll probably change the pricing really soon :D