Enreach has integrated the Product Net Promotor Score (PNPS) survey into the Swyx Connector for Microsoft Teams App. The PNPS is now available in Swyx Connector for MS Teams from version 3 and newer and therefore available to all customers using SwyxWare 13.20 or newer.
The rollout is fully automated. The update takes place in the background when the Swyx App is opened in Micorosoft Teams. A restriction in the use of the app is not expected.
What is the PNPS?
The Product Net Promoter Score (PNPS) is used to determine how well products are received by customers.
To determine the PNPS, only one question is periodically asked to the user of the software:
"How likely are you to recommend Swyx Connector for MS Teams?"
The repetition of this question in the app occurs every 90 days and starts 7 days after the first use of the app. In Swyx Connector for MS Teams, the query appears at the bottom screen in the appropriate languages supported by Swyx.
The data is forwarded anonymously to Enreach GmbH.
How can the PNPS help the further development of the product?
Main advantages of using the PNPS is the simplicity of the survey. They require little work from the participants. The PNPS is not the only method of measuring customer satisfaction, but it is a very effective one. It is very quickly and transparently visible, based on direct user feedback, how well a product is performing. With additional information, this can be used to identify product improvements in a very targeted manner. The PNPS value over time also makes it easy to determine whether product improvements also lead to corresponding results among users.
How is the PNPS calculated?
The PNPS value can basically be divided into 3 groups.
- Rejecting customers
- With values from 1 to 6, these customers either actively dislike your product or have significant problems with it and are likely to recommend others to avoid it.
- With scores of 7-8, these customers think your product is fine and continue to use it, but would easily switch to an alternative that solves their problem better.
- Loyal customers
Calculate the total PNPS score by subtracting the percentage of detractors from the number of advocates.
How can the PNPS help our partners and end customers?
We will provide partners and customers with more targeted and efficient product enhancements and improvements to increase the attractiveness of our Swyx products.
We are currently planning to publish our PNPS results periodically to share the feedback of our users regarding the user satisfaction of our app.