As of May 1st, 2018, our users have created a total of 51,797 NPS polls like this one.
And we launched our first poll to continuously survey our users in April of 2017 (we used to ask the NPS question only periodically in surveys before).
What took us so long?
No one was assigned to do it.
That’s the honest answer: there wasn’t a clear ‘owner’ of NPS.
So it slid by the wayside and got pushed down the To Do list by more pressing (and clearly assigned) concerns.
This is a lesson we’ve learned at Hotjar over and over again: if you want something done, someone has to own the task.
Or, as our Director of Demand Generation Jon Malmberg puts it:
“This is what we have learned in Hotjar the hard way: if you don’t have your priorities straight, then things on the back-burner will never ever happen. Ever. It will never happen because, always, there’s gonna be something coming up that you might think has a higher priority.”
It was Jon who finally took the lead and set up our first NPS survey.
Fast-forward to today and we’ve hired our Director of Customer Experience, Emily Sergent. She owns NPS and actually worked on developing a plan to improve our NPS during her pre-hiring task.
Our current global customer Net Promoter Score is: