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NPS Revenue Insights

Overview

Recurring revenue is a common metric that’s used to add prioritization. Pairing revenue insights to NPS data creates a comprehensive view that can be leveraged by Product Managers (Product Managers) and Customer Success Managers (CSMs) to prioritize accounts and issues.

Requirements

To use this feature, you will need the following:

  • Pendo Administrator Permissions to indicate which metadata field you would like to use as the Revenue data for your account.
    • If you don’t already have a metadata field that you will represent your revenue data in Pendo, it can be added via Agent, Custom or Salesforce metadata fields.

note: The revenue setting will be applied globally for your subscription. This means if you have multiple applications within your Pendo Subscription, the Revenue field will be applied to all those apps.

Admin Setup Process

There are 2 ways you can get started:

  1. Navigate to your NPS scatterplot OR
  2. Data Mappings Page

From the NPS Scatterplot

If you haven’t set up your metadata value for your Pendo subscription, you will see a link to “+ Add revenue metadata” underneath your summary details in the scatterplot. Clicking on the link will take you to the account-level Data Mappings section so you dictate which metadata value Pendo should use.

scatter-plot-add-revenue.png

note: This link enabled only for Admin users. All admins for your Pendo subscription will see this link until the Revenue Account Metadata is setup.

From the Data Mappings Page

Navigate to the Data Mappings page located in the Settings menu at the bottom left-hand corner. Then, choose the go to the Account Level Metadata tab.

manage-revenue.png

You should see a “Manage Revenue” button on the right-hand side of your screen. Once you click this button, a modal will open:

choose-metadata.png

Choose the metadata that represents the revenue data for your accounts:

choose-arr.png

When you’re ready, click “save.” You should see a confirmation in the upper right-hand corner.

saved-confirmation.png

note: The Revenue set here will be applied to the entire subscription. This means that all the users who have access to Pendo will access the same Revenue metadata.

How to Use Revenue Insights

After you setup the metadata value, you can navigate back to the NPS scatterplot and see a toggle button that can enable the Revenue view with your NPS data. Once you toggle it on, you should see the circles in the scatterplot change:

scatter-plot-off.png

Understanding the Circle Scale

Toggling the revenue on will scale the circles to represent revenue in the NPS scatterplot for all detractors, passives and promoters. The larger the circle, the more revenue it represents.

circle-scale.png

Pendo scales the circles by taking the range of the Revenue metadata chosen and divide it into 5 equal parts. All of your accounts’ revenue will fall into one of these categories and the scale will happen accordingly.

For example: If you capture revenue ranging from $0 (if you have trials or freemium) to $1,000,000, your 5 buckets will be:

example-scale.png

Using the NPS Scatterplot

NPS score responses are also correlated with usage per day per active day. This will help us understand if passives or detractors are spending time in the product or not realizing value. The goal of this NPS chart is to move the user in a diagonal fashion.

user-movement.png

This indicates that these responders spent more time in the application to learn its benefits and are promoters. If there are detractors who actually spend more time in the application, then this indicates that there might be an issue or their needs from the product are not met.

But by this logic, every customer needs attention. Revenue can help you prioritize where you need to focus your attention first. By turning on the revenue toggle, the bubbles will scale and you can look for the biggest ones first, tackle them and then move to the next one. This can be optimized by applying a segment to your NPS responses and narrow your focus on specific groups you can action on and dig in deeper as needed.

Frequently Asked Questions

What if my "Add Revenue Metadata" option is greyed out on my scatterplot?

This means you don’t have permission to setup the revenue metadata. You will need to be a Pendo Admin to set this up.

scatter-plot-add-revenue-disabled.png

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