SmileBack is currently developing a significant set of new features: the capabilities for our customers to collect, analyze and leverage feedback using the Net Promoter System® (NPS).
NPS surveys ask customers how likely they are to recommend your business. This is a great way of gauging a customer's overall satisfaction with your company. Combined with Net CSAT it creates a powerful tool to understand your customer sentiment holistically.
For more information see: What is NPS® and how is it calculated (NPS Alpha)
We’re taking a three-stage approach to building out our NPS features, starting with a small Alpha release to a minor subset of users, followed by a Beta release to a more significant set of users and finally our go-to-market release, which will be available to all new and existing SmileBack customers.
The Alpha release is an early iteration of our forthcoming NPS product: functionality is at its most basic, the interface design is rough and there will likely be a few bugs. It’s primarily intended to be used for validation around the core functionality we’ve developed.
The Beta cycle will involve further development of our existing features, adding entirely new features, providing a polished user interface and enabling customers to deploy the product at scale. We’ll be collecting a large amount of feedback on both the experience and functionality in order to make improvements before our full market launch and to inform our long-term product roadmap. We are currently nearing the end of this phase.
NPS Full Market Launch
The final stage of development will be a full market release to all our customers. The new features will be included in the price of all new and existing customers’ subscriptions.