We had 30k+ free users of PW Metrics and we wanted a pulse for how customers were liking our platform. However rather than just getting a score for NPS, we wanted to make it actionable and a feedback loop to improve the product. I implemented a dynamic follow up system to 1) seek feedback from users who scored 1-8 NPS, while 2) asked 9 and 10s to leave a review for us on G2 Crowd followed by sending them a Swag Pack to make them champions of our products. We averaged an NPS of ~60 over the years.
