Person

Head of Sales

Is this a stupid idea?

Need your opinions on what I'm building. Here's the pitch:

Only 10% of initial buyers become customers but today companies only measure customer satisfaction/experience through NPS.

This leaves companies blind with 90% of interested buyers. Did they like your rep? Were they listening well? Did they feel the rep had industry knowledge?

Insert BER (Buyer Experience Rating). You grt buyer feedback after the most important meeting - the discovery call. It takes 0 work, all emails automated to the buyers when you move the deal in your pipeline and you'll have a dashboard + live slack/chrome notifications when you get feedback.

Thoughts???

☑️ Qualification Calls

🤓 Sales Tech

📠 Startup

23 comments

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CadenceCombat

Tycoon

Account Executive

It depends on what you are trying to accomplish with this data point but the biggest problem with it is that it just amounts to another survey…

The other problem is that discovery is part of the qualification process so it would make a lot more sense if it happened after the demo call rather than discovery.

Person

Executive

Head of Sales

Ideal output: feedback from buyers. Some may be good, others ignored but I’m a head of sales and the conversation with my reps after discovery/demo is “it went well blah blah” or “they’re not a good fit” which is great but if I had any data points (even a thumbs up or down on how the call went) that would be a great indicator to go watch Gong. Takes too much time to watch each reps calls but this is the initial indicator.

punishedlad

Tycoon

Regional Partnership Manager

I feel like you're still going to miss out on a good percentage of that feedback. A lot of people, myself included, would likely just ignore the survey (unless incentivized)

Person

Executive

Head of Sales

Totally. Typical response rates are 6%-8% for NPS so less than 1/10 respond.

braintank

Politicker

Enterprise Account Executive

Honest opinion: people who don't buy won't have an incentive to respond to emails about reps.

The reason NPS works is becuase it's for customers who have an interest in the product.

CadenceCombat

Tycoon

Account Executive

Agreed with this

Person

Executive

Head of Sales

Response rates are the most important. NPS is around 8% on average. In terms of incentives, it’s proven (oddly enough) that people willingly respond without incentives (Yelp, Wikipedia, NPS).

For data, a sales leader will have a dashboard that has written feedback from buyers, the team’s BER and avg rating for each metric, and you’ll be able to slice the data by title + sales rep to see if certain reps are better at selling to C-suite vs IC vs. Managers

braintank

Politicker

Enterprise Account Executive

If NPS is 8% then I'd expect response from non-buyers would be much lower. Comparing B2B software to Yelp or Wikipedia isn't an apt analogy.

Have you done a PoV to show you can get responses?

I don't the juice is worth the squeeze for sellers to invest.

Person

Executive

Head of Sales

Yeah I agree. Lower but higher volume.

I’m a head of sales so the initial build is more geared for me (sales leaders) to see a dashboard of feedback for my reps for coaching purposes.

Gasty

Notable Contributor

War Room Community Manager

What's the incentive for the buyer here, to rate the reps?

Person

Executive

Head of Sales

Incentive, none. 8% response rates are the average for NPS. Yelp, Wikipedia, Google Reviews demonstrate people willingly answer but you’re 100% correct in that this is the most important aspect.

ThatNewAE

Big Shot

Account Executive - Mid enterprise

The ones who are not going to buy, won't give that feedback to you. if they had the heart to reply, they'd perhaps reply "No, we can catch up again later!".

BUT. I think this is a great idea to experiment on the ones that would get converted and would come up for another call. If they give you the feedback, either on a followup email or while leaving the discovery call bridge - you actually also connect with them on a different level. Giving feedback makes someone feel special and important. They would feel important when you'd ask for their feedback.

I also think having a "Sales Cycle experience rating" for your closed won deals might work too - you create good customer relations and you also get feedback.

Person

Executive

Head of Sales

Love that. The sales cycle experience rating is good call to have an automated email trigger once you’ve moved a deal to closed-won to rate their experience.

CadenceCombat

Tycoon

Account Executive

Just to follow up on my answer: yes, it’s stupid.

Person

Executive

Head of Sales

Thank you! Appreciate your honest feedback.

Diablo

Politicker

Sr. AE

No one has time to do anything for free. Just wandering what value it will add for me as a rep

Person

Executive

Head of Sales

It’s feedback from buyers. Some may be good, others you can ignore (like any feedback) but it’s no extra work. It’s automated

braintank

Politicker

Enterprise Account Executive

It's extra work for the buyers

Person

Executive

Head of Sales

Oh yeah, totally. So is leaving a review on Google, Yelp, NPS, anywhere. Some people oddly like giving opinions.

Person

Executive

Head of Sales

You took the time to give me your opinion for free (I appreciate it though) 😊

braintank

Politicker

Enterprise Account Executive

I get paid to post 😸

FoodForSales

Politicker

I don't know if 90% of the "buyers" are really interested. I guess I'd need to see what criteria is being used.

Justatitle

Big Shot

Account Executive

Not a bad idea, however I would think that very few would be actually interested in filling this out. Here's my thinking either someone is closed lost or ghosting and not getting back to you most likely they are talking to other vendors and it's unlikely the buyer is willing to take the time to fill out the survey by the buyer and most likely they don't want to be bothered. It may take 0 work on the salespersons part but it is going to take work from the buyer which I don't believe they would be willing to do, just trying to shoot you straight.