Help Us, Help You: The Net Promoter Survey and Why We Need Your Feedback

Here at Bloomerang we are certainly proud of our collective pedigree as it pertains to the not-for-profit industry. We believe our expertise is second to none and that we are on the forefront of where fundraising principles and technology meet.

That said, it would be hubris to think that we can’t improve or do better.

As our customers, we expect you to hold us to high standards and as a company we should always be pushing to meet and exceed those expectations. But in order to do so, we need to know two things:

1. What are we doing well?
2. What can we do better?

While we can answer these questions for ourselves to some degree, the feedback of our customers is always the best measure for our success. Since we launched Bloomerang we have made a concerted effort to engage our customers and ask these very questions on a regular basis. You may have received a customer satisfaction survey email from us in the past. Some of you have actually returned that survey providing valuable information letting us know where we are going right and in some cases, where we need to improve.

We have been sending a survey roughly every 3 months since August of 2013. If you filled it out, you didn’t hear from us again. If you didn’t respond and you still continued to be an active user, we sent it each time in the hopes that we might hear from you. Our response rate has been about 30% overall and we very much want to improve that.

So here is the plan: We are sending out a new survey this month. If you are an active user working with an organization that has been a customer for at least 6 months you will receive an email asking for feedback. If you have previously filled out a survey, we will not be emailing you this time around, but we plan on circling around to everyone again early next year because we understand that your feelings may have changed since we heard from you last.

The survey asks you to rate your experience with Bloomerang in three areas: the sales process, your data conversion (if applicable), and our customer support.

The fourth question is the most important and is as stated: How likely is it that you would recommend Bloomerang to a friend or colleague?

This is what is commonly referred to as the Net Promoter question. This question is rated on a 1-10 scale. Answering with a 9 or a 10 means that you would be considered a “promoter” of Bloomerang and likely to recommend our services.

Answering a 1-6 would make you a “detractor” and unlikely to recommend our services.  Those who give a rating of a 7 or 8 are considered “passives” and are statistically neutral.

We then calculate the Net Promoter Score by taking the percentage of Promoters and subtract the percentage of Detractors. A positive score is considered good and the larger the positive number, the better.

To date, Bloomerang has a positive Net Promoter Score of 38. We are proud of that score, but at the end of the day, it is simply a number. This is why we ask one last question. If you give us a 9 or 10, we want to know why and what we can do to keep that score. If you didn’t, we want to know what we need to do to get a 10. This is the most important feedback you can give us. This is the information that helps us improve or stay the course where needed.

This survey should take a fairly insignificant amount of your time to submit and we will be so grateful if you do! Hopefully with your help we can get that response rate up into the 90th percentiles. The more we hear from you, the better Bloomerang we can be! Thank you for your continued help and support!