What industry do you think your business is most related to?
Tell us a bit about who you are and the people you reach
Gainsight provides a Customer Success Management platform that gets the entire organization focused on delivering customer outcomes. This includes analysis of everything customers are saying about, and doing with, your product or service offerings; standardizing workflows and success plans; capturing manual and automated interactions; running survey programs; mapping out customer journeys; etc.
Typical target audience is CSMs (Customer Success Managers) and AMs (Account Managers).
What inspires you and how do you envision the design for your business?
There is an important metric called NPS (Net Promoter Score) that is displayed prominently across our product. We currently use a dial to visually represent the score (with last x scores in some areas), but feel that it needs to be a lot better and more exciting for our end-users. Could even include animation as needed.
What is NPS?
It’s beautifully simple. You ask your customers how likely they would be on a scale of 0-10 to recommend your product to friends, family, or colleagues. People who answer 0-6 are detractors. People who answer 7 or 8 are neutral, and people who answer 9 or 10 are promoters. Subtract the percentage of detractors from the percentage of promoters and you have your NPS score -- the higher the better.
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Don't be limited by what we do already in our product. Present ideas based on the core concept of NPS -- what information makes sense to display, and how.