Every month I add updated NPS scores and a summary of findings to a readout deck, along with links to all of my raw data for those interested in deep diving. This is shared monthly via Slack, and quarterly in a broader meeting with all stakeholders. We do this for two reasons:
1) Since we’ve expanded to 20+ stakeholders, we see various levels of involvement. We find that informing broader groups via Slack is an efficient communication channel, and helps new stakeholders get ramped up quicker. We set a recurring time to share via Slack, so that our stakeholders anticipate insights every month.
2) Less frequent (quarterly) readouts allow us to get insights in front of leadership. This allows us to make sure that we are maintaining alignment with the business priorities as we move through new evolutions.
The scores and open-ended feedback that we receive are all collected through Braze canvases, which have also evolved over time as we adjust our sharing processes.
