Getting buy in across your organization for collecting feedback from your customer base is a critical factor in a successful implementation of AskNicely.
The organizations that get real traction for improving their processes, inspiring their people to bring their best to every interaction make full use of our suite of tools, but also focus on the intangible factors of transparency and ownership. Let's start there.
Being open about how scores are tabulated and what will be done with the data is crucial.
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters; this article explains how it works. There are some common complaints about NPS that can foment a lot of frustration if not properly explained, such as, "How does a 0 response carry the same weight as a score of 6?"
Who "owns" a bad score at your organization? Is it the person that received the score? The person that received the score is a product of their environment, their training, and the tools that they have at their disposal, however limited or expansive.
Because of any given individual's ability to overcome all of the environmental factors of their job, we typically steer our customers away from offering financial compensation to high scoring individuals. A good score is a product of a healthy work environment and well-defined company goals - an individual should not be punished for something out of their control.
Getting your leaders to stand behind your AskNicely results and report on them at the boardroom level is crucial to your program's success - read more here.
The Mobile app is easy to invite people to get started - just go to the Settings > Users > Users page and click the little mobile icon to the right of their name. From there, users can log in and see their account responses with ease.
Dashboard Apps: Front, Slack, Geckoboard...
We offer several integrations that allow you to display results across your organization:
- Geckoboard (find directions in the App Store)
Workflows - Custom Alerts
Workflows are automated email responses; we can easily set up "Custom Alerts" that let your team know when a response has come in, and what the content of a response is. This is a great way to notify either your AskNicely User team that action needs to be taken, or to let people know that are not AskNicely users that feedback has arrived. Lots of creative applications here!