Getting the most out of your analytics
Your analytics dashboard can provide a lot of insight into how your event performed, both in terms of engagement and feedback from guests.
To enable feedback, ensure your guests are sent the post-event survey after the event is complete. By default, this survey will be sent to guests who RSVP to the event. Once responses to the survey start coming in, your event’s Analytics dashboard will start to display results.
If you haven’t sent your survey yet, you can select ‘Send Survey Now’ to send it to your RSVP’d guests. Make sure you edit your survey before sending.
See how many guests you invited to the event, and a breakdown of how many declined.
Note: You can manually update your guests’ status in the Invitations tab.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a widely used tool to assess customer satisfaction. It is one of the most efficient techniques to measure customer satisfaction, and is applied by many brands and organizations around the world. The question is simple – How likely would you recommend our company / product / service to a friend or colleague? – and can be an easy way to gauge customer satisfaction with one metric. You can apply the NPS to events to assess their success, and the likelihood that your guests will keep promoting your event to your communities.
To understand how the Net Promoter Score (NPS) can apply to events, we must first understand how it’s asked in Five to Nine. If your survey is enabled, after every event your guests will receive an email to fill out a survey. The NPS question has two parts:
1. How likely are you to recommend this event to another colleague?
2. Any additional feedback you would like to share?
Calculating Event NPS
The responses of the survey are separated into 3 different categories, based on guests who answered:
Promoters – guests who love the event and will be talking positively about it.
Passives – guests who liked the event, but who are mostly neutral about the event.
Detractors – guests who were indifferent or disliked the event, and are likely to not recommend this event to colleagues.
The NPS is calculated by: +% event guests promoters -% event guests detractors = % NPS
For example, if 50% of my responses are promoters, 30% passive, and 20% detractors, my NPS is: 30% (50-20).
The NPS will be on a scale of -100 to 100. Negative scores indicate that there are more detractors and passives than promoters.
What does the score mean?
-100 – 0: Your events have received mostly negative feedback. Evaluate guests’ comments for improvements.
1 – 10: Your events have received mixed reviews. Evaluate guests’ comments for improvements.
11 – 50: Your events have received mostly positive feedback. While there are some areas for improvement, your events were a generally a success.
51 +: Your events have received excellent feedback!
If your NPS in an event was high, you can use this data to capture new sponsors or promote this event for future editions. Demonstrating quantitative data to People Leaders can help further the investment on these programs.
If the NPS has not been so up to par, it can be a chance to gather what improvements you can make to the event in the future. Include questions in your survey that might help guide what improvements can be made for future installments of the event or more events within the same community.
Multiple Choice Questions
Multiple Choice Questions allow guests to respond with one answer choice. See the breakdown of answers in your analytics dashboard.
Checkbox-style Questions allow guests to respond with more than one answer choice. See the breakdown of answers in your analytics dashboard.
Short answer questions allow guests to respond freely with text. See their anonymous comments in your analytics dashboard.
You can also ask your guests questions when they RSVP, and see their responses in the analytics dashboard.