How to Measure Customer Experience Better

Brock Benefiel
How to start measuring NPS Filtering NPS
Unlock your investor relationships. Try Visible for free for 14 days.
Start your free trial

It’s simple: if customers are happy, they are more likely to renew. Customer experience is essential—it can make-or-break your retention efforts, determine whether you’re at an acceptable churn rate and potentially drive your SaaS startup toward the all-important negative churn milestone. After all, as Tomasz Tunguz wrote, “startups that manage customer renewals better than their peers grow faster and require less capital.”

What are you customer experience metrics? You wouldn’t avoid measuring marketing leads or quantifying the success of your sales staff to hit its quarterly goal. So if you’ve avoided measuring and evaluating customer experience until now, you’ve ignored an indispensable part of assessing your business.

Luckily, your current client base likely offers a wealth of data you can quickly tap into if you ask your customers the right questions. One of the easiest ways to do this is to use Net Promoter Score (NPS).

How to start measuring NPS

It starts with a simple question: How likely are you to promote this company or product to a friend or colleague? Survey your customers and this will give you initial insight into the overall direction of your customer experience. Use a scale from 1-10 to measure their response. Here’s how the different scores are grouped.

  • Promoters(score 9-10) – These are the most loyal customers likely to renew and make recommendations to their friends and colleagues. It’s this group that will drive your company’s growth.
  • Passives(score 7-8) – Consider these customers satisfied, but unlikely to recommend you to others. Your company is vulnerable to losing this client base to a competitor if you’re not careful.
  • Detractors(score 0-6) – This is your unhappy customer base who can actually harm your company’s reputation and prevent referral growth.

To get your NPS average, subtract the percent of detractors from the number of promoters. According to Zendesk, a good average for a SaaS company is 29.

Establish your company’s first average as the baseline. This will help you determine whether future efforts work. Also, it will help as we move into the second part of developing NPS feedback: segmenting.

Filtering NPS

Paid vs. Trial

A one-size-fits-all approach to NPS can be limiting for a growth startup. In order to best measure customer experience, parse out different customer segments. Start by separating free trial signups and paid customers. Determine how each scores individually on their level of satisfaction. Trial customers won’t have enough experience with the product to deliver a quality assessment. However, they will provide insight into your conversion efforts. By evaluating this group’s NPS trend over time you’ll be able to measure your trial performance improvements. NPS can be the most important indicator of whether any new efforts the company is making actually produces customers.

As for paid customers, they can provide essential feedback on how well your product improvements work. After a new release, measure the NPS performance in the subsequent weeks to find how your customers are responding to the product tweaks.

Location

Customer experience can vary by location, especially if where a client lives determines how much they interact with your sales or customer success team in person. For international companies, different countries can have very different renewal or customer experience patterns.

Job Title

Are you selling to right customer? How is your company performing when the C-suite is using your product versus middle management? By segmenting NPS scores by job titles, you’ll know which groups like and dislike your product the most. That will help you improve messaging to the low-scoring groups and double-down efforts on selling the segments performing well.

Plan Type

If something like price point is causing dissatisfaction or an expanded offering of your product is driving customers to deliver high scores, segmenting plan type will reveal these sentiments. Parse out your different plans and you might find that some of your current offerings are weighing down the rest of your customer experience.

Number of users

By creating different segments by a range of the number of users, you develop an understanding of whether your products start to perform poorly at a certain number. If adding more users is a large part of your strategy to scale, identifying a breaking point in customer satisfaction by number of users could be a crucial red flag that the product needs immediately attention.

Determine your own

No one knows your company better than you. If the above groupings aren’t the best segmenting options, create your own based off the demographics that are most essential to improving your product.

Select experiences

Now that you’ve created customer segments, ask for feedback on specific experiences with your product. Do you have an appealing interface? How is your customer service response time? These kinds of questions can help you isolate problems and make necessary changes.

Qualitative feedback

Metrics aren’t the only things that matter. Once you’ve asked your customers the first NPS question, allow a free-form feedback option and/or an additional survey to drill down into specifics you might not catch in your segmentation. Zendesk found that 63 percent of customers that gave negative reviews left additional feedback—that can be remarkably important to your business’ growth.

Changing minds

It’s important to segment and identify who is unhappy early because changing a customer’s opinion is incredibly hard. Zendesk found that more than 70 percent of surveyed users that gave negative reviews in the past didn’t change their mind. The majority of positive reviewers maintained their high marks, but to a lesser extent than their negative counterparts. Zendesk also found that more than half of NPS respondents rate a company 0 or 10, so your product is likely to produce a pretty strong reaction from the people paying for it.

Share the results

Now that you’re receiving more customer experience data points, be transparent about the performance of different segments with your team and investors. This level of detail helps your organization focus and will inspire confidence in your investors that you’ve parsed the necessary numbers to make big improvements.

You may also enjoy:
Product Updates
Shaping the Future: Unveiling Our Brand Refresh
Visible started as a way for founders to update their investors but has since transformed into a purpose-built platform for both founders and investors. Since 2014, we’ve powered over 3M interactions between founders and investors. Our brand refresh represents our commitment to equip founders and the investors who back them. Founders can now manage their investor relationships and capital raises from start to finish. Investors can centralize data, uncover insights, and report to their LPs and stakeholders—all from one place. We are excited to unveil our refreshed brand, marking the beginning of the next decade in our dedication and commitment to founders and investors. Equipping Founders and Investors for Growth Raising capital is fundamentally about building relationships. Founders and investors spend months forging connections that, once solidified by a term sheet, can evolve into partnerships lasting 8 to 10 years and beyond. We set out to highlight the people behind the investments, not just the companies or firms they represent. As we continue to grow, you'll notice more familiar faces from different startups and venture funds featured on our site (👋 Hi Lacey!). Shaping Our Future Across our website and marketing assets, you’ll see 3D shapes floating in the background. While they add aesthetic appeal, they also carry a deeper meaning. For example: We believe raising capital from VCs or LPs closely resembles a fundraising funnel, a concept brought to life through the funnel shape that appears across various pages and assets. Sphere, torus, and pill shapes symbolize the connections between VCs, founders, and stakeholders, reflecting the interwoven nature of these relationships. These forms also symbolize forward momentum and the continuous progression within the venture ecosystem. As our product has evolved to offer greater flexibility in moving data into and out of Visible, you'll notice pipes integrated into the design, visually representing the seamless flow of data through our platform. Logo and Wordmark To maintain and perpetuate our brand equity, we opted to anchor our brand to our current logo and wordmark. The Visible logomark is made from three overlapping, equilateral triangles. Each triangle is slightly transparent, allowing the mark to interact with other design elements. These triangles represent human relationships and the connection between founders and investors, which is core to our mission and vision for our company. Color Palette Our signature black primary color remains, but we've refined our palette for a fresh look. We've transitioned from a complex, rich color scheme to a more cohesive and defined palette, creating a unified and bold approach to color across our brand. Introducing the new Visible color palette: Product Guided by our core values of trust and transparency, we designed our product to embody these principles. Our product visuals across the site are predominantly high-fidelity for the first time, highlighting its capabilities visually rather than relying solely on words. The updated typography and refined color palette are seamlessly integrated into our product screens, further enhancing the overall brand experience. Voice & Tone A brand is more than just its visual identity; it requires a voice and tone that harmonizes with its design. We aimed for our voice to be authentic, credible, and consistent, supporting both investors and founders alike. This commitment led us to define key principles for our voice and tone: Be a guide Less is more Recognize that different users face different challenges As you explore our marketing site, we hope Visible reflects these values and resonates with you. Transparency = Trust As we noted earlier, raising capital is fundamentally about relationships. Trust and transparency form the foundation of any strong connection. Throughout our website, you'll notice subtle transparency elements that embody this core principle. This new iteration of our brand is built to scale, but that doesn’t mean we won’t continue to evolve and elevate the experience for the betterment of our prospects and customers. Here's to shaping the next 10 years! Up and to the right,  The Visible Team
Product Updates
Product Update: Turn Emails Into Insights With Visible AI Inbox
Customer Stories
Case Study: Airtree Venture's Transformation with Visible
Fundraising
9 Tips for Effective Investor Networking