NPS should be well above 70 if you want to have the reputation of your products and services run faster than your self promotion of same.
Anything below 50% means you likely have significant people not willing to recommend your Product to another user.
This is important for two reasons:
High NPS make and maintain brand presence. The sales team does not have to be as large or it’s cycle as rigorous. Top of mind impressions are likely more successful, also.
High NPS indicate land and expand tendency of your products and services. This internal focus is VERY IMPORTANT to our companies. Additional growth (DBNER)internally is significantly driven by this aspect of a company. More use, more users. This is closely tied to impressions indicated by NPS.
Caveat: This is a survey based system. NPS relies on someone being emotionally vested enough to take a survey. If your product is utility based and is a function of basic need, the likelihood of a great NPS is much less.
When the product works, it’s invisible.
When it doesn’t? Hell and damnation. So it goes.
Is Appian a utility provider, or like one? I think we could show some aspects of that, however, in the world of new, test, implement, app features, the utility feature will be further down the path than first impressions and initial use.
I work with a team that leverages the Microsoft PowerApps competing product. Our organization has been tasked with trying everything in PowerApps first before seeking an alternate remedy. As a result, two things are happening:
Lots and lots of apps are being created. Some work, some don’t. No other tools are in use except the old tried and true spread sheets methods. Data is not rigorously being policed as a sole source of the truth and app coverage is more overlap than mesh.
Infrastructure improvements like databases, wifi connectivity, and automated signal generation are all being worked on as a result of successful apps. Any app that proves it’s place, gets converted into a more central, secure, high fidelity system that is internal to our central management systems.
The above is part of the reason why larger companies who will really drive the model are not likely to try Appian. If NPS and other things are not incredible, even less so. <I’m making a jump here>
If we hear that NPS scores are improving to 70s and higher. That’s a green flag.
If we find features that intelligently recommend adjacent data streams for us in apps. That could be a green flag.
Before digging that deeply, watch the conference call and read the notes.
(Formerly long APPN - Exited position in February of this year in favor of ZM)