We have been hosting Digital Marketing workshops for a few months now. As we do with all the projects for instant and actionable feedback, we implemented NPS (Net Promoter Score) for these workshops as well.
Measuring this feedback is important for us to continually improve our workshops and deliver the best knowledge sharing platforms to the attendees.
In this blog, we share how we set up an NPS system for the DM workshops that we run. You could also consider a similar approach when you set it up with your project or product or service.
We created a fairly simple Google Form to record feedback.
The original NPS system only asks one question, as outlined in our previous blog about NPS. However, businesses also follow up this question by asking specific questions to understand the reason behind that score.
In our case, we decided to ask a few more follow-up questions as well, which include:
- Things that people liked about the workshop, so that we don’t omit it in the future, and try to improve the same.
- Things that people did not like so that we can omit it, or have a better way to explain the same, or add in things we missed.
- How much value they think the workshop is worth. This is for the future, when we plan to run paid workshops for specific digital marketing streams.
- If they want to try out our CRM platform. In the workshop, we discuss very briefly about our CRM platform, and we want to see if there are any potential leads for the same.
For the workshop, we thought it would be inefficient to ask people to fill up the form online, so we just printed it out and gave it to everyone at the end of the workshop. It takes them around 2-4 minutes to fill this form. It is really important to do this right away, because everything is fresh and (hopefully) genuine.
Depending on where your products / service delivery happens, you may choose to carry out the survey offline of online. For example, if we were trying to get an NPS score for an online delivery platform, we would likely just send out the Google Form that we created.
Feeding the data
After we have collected all the responses, we will now feed this data to our NPS system using the same form we have created. For this, one of our employee inputs the data in the form (which we generate with a pre-filled link of the date of the workshop).
As we start to have different kinds of workshops, we will probably also have a field for a specific course (which will be again pre-filled).
As our backend, we just use Google Sheets.
Google Sheets automatically connects with Google Forms and you get all the data in your connected spreadsheet. And because the calculation engine is as powerful as Microsoft Excel, it gives us live data of our NPS as the feedback is filled in.
To automate the sheet, we have created two additional sheets which automatically calculates the NPS and lists out people who are interested in using CRM360. The NPS is calculated for each workshop (separated by dates).
These scores are a real eye-opener, because we thought the first workshop was a lot better than the second one, but the audience had a different view. It was also satisfying to know that we were improving our workshops with time.
At the time of writing this blog post, our overall NPS is at 34.62%.
Given the fact that NPS can be from -100% to 100%, this is an “Okay” rating, and there is room to improve.
In particular, we will try hard so that there are no detractors in this workshop because they will really hurt the brand.
Your team should also have a similar system that tracks customer feedback
We will be more than happy to discuss ways to implement the same in your teams. Call us at 9801136042 or fill out our enquiry form to book a free 1 hour consultation with our experts.