Why Most Surveys Fail and How to Fix Them With NPS

Описание: Are customer surveys a waste of time? Boaz Maor thinks otherwise.

Think you know everything about NPS? Think again. In this interview of the CSM Practice Podcast, Irit Eizips sit down with Boaz Maor, Chief Customer Officer at Talech, to discuss how he transformed his approach to customer feedback—without relying on traditional, flawed survey methods.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

Response rate is king – Boaz shares how his team achieved a 10x higher NPS response rate than industry norms.
Comments = gold – Learn how to turn qualitative feedback into actionable insights for product and customer success teams.
Trends matter more than scores – Discover why analyzing NPS trends is more valuable than focusing on static scores.

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👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩

Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth.

Click here to download the workbook:
🔗 https://unlock.thecustomermethod.com/...


2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨

Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.

Click here to join:
🔗 https://unlock.thecustomermethod.com/...

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?

Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone.

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🔗 https://unlock.thecustomermethod.com/...

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Boaz Maor is a seasoned startup executive and Chief Customer Officer at Talech, specializing in scaling Customer Success teams to drive growth and maximize net retention for B2B SaaS companies. With deep expertise in Professional Services, Technical Support, and Customer Management, he is known for leading global teams through transformational change to accelerate onboarding, expand adoption, and cultivate customer advocacy.

🔗 You may connect with Boaz via LinkedIn:   / boaz-s-maor-84810b  

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: Boaz Maor’s Blog
https://www.linkedin.com/pulse/charti...

𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro
01:20 Why Use NPS
06:05 Ambiguity in NPS Feedback
07:14 Improving NPS Approach
10:32 Survey Design and Response Rates
15:30 In-App VS Email Surveys
18:11 Correlating NPS With Usage Data
19:31 Industry Impact
23:07 Lessons from Survey Implementation
25:16 MVP Approach
27:01 UI Changes
29:05 Recommended Resources
30:55 Key Takeaways

#CustomerSuccess #NPS #CustomerFeedback #saasbahu
Why Most Surveys Fail and How to Fix Them With NPS