Track subscribers’ satisfaction via the new Cleeng NPS Dashboard

Luc Bleylevens| Fri May 24 2019 CET| Cleeng Nuts & Bolts

Cleeng and NPS scores

Net Promoter Score (NPS) is a management tool that can be used to measure the loyalty of a company’s customer relationships. It helps you better understand how your product is perceived and, as of now, you can measure it from the Cleeng Dashboard. 


Why use Net Promoter Score (NPS) in OTT?

NPS serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. NPS has been widely adopted with more than two-thirds of Fortune 1000 companies using the metric. We discussed NPS tracking in one of our previous blog posts. 

In the market we work in, the tool aims to measure the loyalty that exists between an OTT provider and an end-user. The provider is the entity that is asking the questions on the NPS survey. The end-user is the video viewer, subscriber or respondent to an NPS survey.

The Net Promoter Score is calculated based on responses to a single question:

“How likely is it that you would recommend our company/product/service to a friend or colleague?”

The scoring for this answer is based on a 0 to 10 scale. 

How do I enable NPS tracking in the Cleeng Dashboard?

These are the following steps to set up NPS tracking if you are a Cleeng broadcaster.

  • Within the Cleeng Dashboard, you go to the section Customer Relationship and then select, the subsection NPS.
  • On that page, you’ll see a green button, called ‘Add NPS to Email’. When you click on the button a pop-up appears with a string of embedded code.
  • You copy the embedded code and add it to the code of the email template of the marketing campaign that you want to share with your audience. By adding the code in the email templates source code, the NPS question bar will appear in the email template.
Embedded code in NPS dashboard
Figure 1. Embedded code in NPS dashboard

When the subscriber receives the email, incl. the NPS bar, the subscriber can then share their view of your platform by clicking on the number they grade your platform on.

After sharing that grade the subscriber is being redirected to a capture page where a follow-up question is asked:

“How can we improve your experience?”

The answer to this question on the capture page provides you some context on why the subscriber gave you that grade.

Note: The design of the design page automatically takes over the background and logo that you installed for the checkout pages when you designed it in our dashboard.

Example of follow-up question capture page NPS. The design is the same as the checkout page and done automatically.
Figure 2. Example of follow-up question capture page NPS. The design is the same as the checkout page and done automatically.

Learn more about you can retain your OTT subscribers:  

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