Why cross-team buy-in is critical for feedback success—and how to make it happen.
At the heart of every successful AskNicely implementation is organizational buy-in.
It’s not enough to turn on the tools. The businesses that drive real change—improving processes, elevating experiences, and inspiring their teams—combine platform usage with two powerful cultural pillars: transparency and ownership.
Let’s start there.
🔍 Transparency
The first step toward adoption is clarity.
That means being open about:
-
How scores (like NPS) are calculated
-
What the feedback is used for
-
Who sees it and why
📊 Quick NPS Refresher:
Net Promoter Score is calculated by subtracting the % of Detractors (0–6) from the % of Promoters (9–10). A 0 and a 6 count the same—they’re both Detractors—which can be frustrating if this isn’t communicated clearly.
✅ Solution: Build education into your rollout. Align everyone on what the data means and how it will be used.
🧠 Ownership
Who “owns” a bad score in your organization?
Here’s the truth: a score reflects more than just one person’s performance. It reflects:
-
Training quality
-
Team resources
-
Processes and policies
-
Work culture
That’s why we recommend against financial rewards or penalties tied directly to individual feedback scores. Instead, focus on collective accountability.
💡 A high score is often the byproduct of a strong environment, not just a rockstar employee. Create recognition programs that celebrate team wins and build up coaching systems that help individuals thrive.
🧑💼 Executive Buy-In
For your feedback program to gain traction, leadership must champion it.
Encourage your C-suite and VPs to:
-
Talk about NPS in all-hands and leadership meetings
-
Share top takeaways from AskNicely with the broader company
-
Include CX metrics in boardroom presentations
📣 When the execs care, everyone cares.
👉 Read more on executive engagement
📱 Invite Your Team With the Mobile App
Getting your staff using the AskNicely mobile app is a powerful way to embed feedback into their daily habits.
How to Invite:
-
Go to Settings > Users > Users
-
Click the little 📱 mobile icon next to each name
-
Your team gets an invite to download and activate the app
From there, they can:
-
See their customer feedback
-
Track their scorecard performance
-
Celebrate shoutouts and badges in real time
🖥️ Display Results Across Your Company
Reinforce the importance of customer feedback with visual reminders. AskNicely integrates with several tools that let you display real-time CX results anywhere your teams work:
-
💬 Slack
-
📬 Front
-
📊 Geckoboard (available in the App Store)
-
🧩 Salesforce
Whether on a break room TV or a manager’s laptop, keeping feedback visible builds culture and momentum.
🛎️ Use Workflows to Deliver the Right Feedback to the Right People
Want to notify managers when new responses come in? Want to escalate critical comments to the right team?
Use Workflows to set up Custom Alerts that:
-
Notify AskNicely users of new feedback
-
Alert non-users when action is needed
-
Trigger next steps automatically (like follow-up emails or review requests)
🧠 Tip: Get creative! Many customers use Workflows for everything from case escalation to coaching prompts to real-time shoutouts.
🏁 Wrapping Up
If you want your AskNicely program to make a real impact, make sure the whole organization is in on it.
That means:
-
Educating your team
-
Empowering your staff
-
Displaying your progress
-
Automating your workflows
-
And most importantly—putting the customer at the center of it all
Need help strategizing your rollout or getting buy-in from leadership? We’re here for that. Contact your Customer Success Manager or reach out to support@asknice.ly for guidance.