Integrating Clarify / Dovetail with Delighted to track Net Promoter Score
What is NPS (Net Promoter Score)?
The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.
By asking one simple question — How likely is it that you would recommend [your company] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes.
What is Delighted?
Delighted is a new application that makes it easy to gather feedback from your customers to determine your NPS.
How does it work?
- When a case is closed, we’ll call the Delighted API.
- Delighted will then send an email to the customer.
- Customer clicks their answer (0-10)
- Answer is recorded in Delighted
- Customer can optionally enter some comments
- We can view responses and trends in the Delighted web app.
Integration with Clarify / Dovetail
Create a business rule that calls a script which calls the Delighted API.
Business Rule
Object Type: Case
Rule Name/Description: Send Delighted survey on case close
Start Events: Close Task
Cancel Events: None
Conditions: None
Action Title: Send Survey
Message Type: Command Line
Start Action: 0 minutes
From: Event Creation
Using: Elapsed Time
Repeat : Never
Message:
C:\dovetail\RuleManagerActions\delighted\send-survey.bat [Contact Email] [Contact Objid] [Customer Type]
Script
Here’s my BAT file which simply uses curl to call the Delighted API.
Here’s an example of what the email looks like that a customer would receive:
What I dig about Delighted
Easy to integrate with – Their API is super easy to use. I had this integration going in minutes.
Simple for customers – One question. One click to answer. That’s it. (plus an optional comment box). No long 30-minute survey to fill out.
Throttling – Before we send someone a survey, we will make sure they have not already received a survey from you within the time period you specify (1 month, 3 months, 1 year)
Dashboard – It’s easy to see your trends, as well as specific data.
Alerts – Quickly receive an email alert based on certain actions and properties. For example, send me an email whenever a response is received from a detractor (score 0-6).
Custom Properties – Notice in my script that the 3rd parameter is a Customer Type. This allows me to segregate my customers, and do analysis based on these properties.
Access to your data – You can export your data easily, as a CSV file, or using the API. This means I can export the data via API, then import that data back into my CRM system, relating their customer response back to the actual customer record in Clarify / Dovetail. (This is why I pass in the Contact Objid as a custom property – so that I can then later export that data from Delighted, then import it and relate the survey response to that specific customer within the Dovetail system, thus keeping all of my customer data together in my CRM system).
Summary
Overall, I really dig Delighted. It’s a great way to add NPS capabilities to your system with very little work. And the customer insights you can get from this data is invaluable.
Hope you find this useful.
Rock on.
