Launching AskNicely internally is more than just flipping a switch—it’s about building a culture of feedback and accountability at every level of your organization. From the frontline agents to the executive boardroom, closing the loop on feedback drives meaningful change.
Here are some key steps to ensure your program is set up for success:
🧠 Think Through Who Will Review & Action Feedback
When feedback starts flowing in, you’ll need a team ready to take action:
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Designate a Project Champion: This person should understand your survey schedule, key objectives, and how the AskNicely platform works.
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Add Key Users to AskNicely: Assign staff to monitor feedback, follow up with detractors, and engage promoters. Here's how to add your team.
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Get Executive Buy-In: Ensure a VP- or C-level leader "owns" the program to help elevate customer insights into strategic conversations.
🔁 Familiarize Your Team with “Closing the Loop”
Every response is the beginning of a conversation. Acknowledge and act on feedback:
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Use Reply Templates or manual responses to reply directly to customers.
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Leverage Workflows to automate replies when appropriate.
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Coordinate internally using Internal Notes and #hashtags to track tasks and share context.
💬 Reply Back to Every Survey Response
Make sure no feedback gets lost in the shuffle:
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Encourage teams to log in and monitor real-time responses.
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Use Slack or other dashboard apps to create a centralized feedback feed.
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Install the AskNicely Mobile App to notify on-the-go leaders.
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Set up Weekly Digest Emails or Workflow alerts for teams and distro lists.
💡 Get creative with how you share and socialize feedback—visibility drives action!
🌟 Increase Reviews & Referrals
Want to boost your online presence? AskNicely's Workflows can nudge Promoters toward leaving reviews or making referrals.
📈 Tip: Record your baseline review and referral numbers before launching, so you can track the true impact of your feedback program.
🎯 Where to Start? Detractors vs. Passives
When launching, you have two high-impact choices:
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Focus on Detractors if your NPS is below 20. Reach out, listen, and see what changes can be made. These conversations often yield your most valuable feedback.
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Focus on Passives if your NPS is 20 or above. These are often easier wins—consider sending a quick thank-you or asking how you can better support them.
👀 Use your NPS score as a guiding star—but calibrate your priorities based on your industry and business needs.
🔍 Identify Process Improvement Opportunities
Customers are excellent at pinpointing what’s broken.
Use imported contact data (like lifecycle stage or product type) to filter feedback. Combine this with Theme Buckets to identify patterns in comment language, then structure learnings accordingly.
The goal: Turn raw feedback into operational insights.
✅ A Little Prep Goes a Long Way
Getting internal alignment early pays huge dividends. Rally your team, plan your workflows, and establish ownership from the outset.
Need help? Reach out to your Customer Success Manager—we’re happy to guide you through your internal rollout!