Create Accountability in NPS Slack Channel

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We have recently set up an external action with Slack, allowing us to use the rules engine to post NPS responses to a new NPS channel created in Slack. While the companywide visibility into our NPS responses and feedback is great, does anyone have ideas or best practices on how to use such a channel to create action and accountability? We already have CTAs going for our CSMs for their own NPS responses in their portfolios. However, we want to make sure posting all responses to a channel creates action and ownership, and not just become a running list of responses people read when they have time.

mendisueshortAnswer

Helper ⭐️

@mendisueshort sorry for the delay! is your query answered or do you need any help here? Please let us know.

Yes, I think we have it figured out for the most part. Our NPS channel in slack has proven to be a company-wide hit. Thank you.

-Mendi Short

dan_ahrens

Expert ⭐️⭐️⭐️

Hi @mendisueshort - what are some example workflows that you have in mind?

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VP of Customer Success at Forcepoint

mendisueshortAuthor

Helper ⭐️

Hi @dan_ahrens ! We are looking for examples for how other companies use an NPS channel to create accountability and/or follow up. Maybe it is just mentioning the appropriate person in a thread from a particular response. We just want to avoid the feeling of “if every one owns it, no one owns it” that could render this channel as information overload.

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-Mendi Short

heather_landgraf

Contributor ⭐️⭐️⭐️⭐️⭐️

we would be interested in this as well. better than a bunch of emails and everyone can see what is happening. but best if loaded to a customer channel.

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mendisueshortAuthor

Helper ⭐️

Update on this. We have added a field to show the team manager for any NPS response posted to this Slack channel. This has helped direct questions to the appropriate team leader if teammates have questions or follow up they want to provide. So far, we have had a lot of emoji responses in the channel, not discussions or threads.

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-Mendi Short