Using smart Net Promoter feedback allows you to segment feedback data into insights belonging separately to promoters, passives and detractors. This segmentation will allow you to recognise opportunities and requirements for different sets of customers.
You can then focus on different parts of your business in order to optimise different business goals. For example:
Promoters - Seeing what is trending with your promoters enables you to do more of the things your customers love. 73% of consumers say friendly customer service representatives can make them fall in love with a brand. This is why a lot of promoter feedback features comments about excellent customer service, positive team members, helpful and friendly staff.
Sharing positive feedback with your organisation and rewarding people who have provided excellent customer experiences helps build morale and customer-centric culture. Identifying high performing employees and correlating them back to specific customer experiences creates opportunities for wider team training, but also allows you to dig deeper into transactional data of those positive customer experiences.
Passives - Feedback from passive customers can help identify the difference between good and great experiences. Anecdotal evidence such as ‘the service was good but...’ can show what changes are required to turn up the CX dial and keep the customers coming back more often. Comparing customer data between passive and promoter experiences can help identify triggers your business needs to hit in order to move those passives up to the promoter bracket.
Detractors - Unhappy customers will point directly at the issues which are critical to them inside your business. They have felt strongly enough to send you a clear signal about what bothers them - change these and plug future ‘leaks in the bucket’. 66% of consumers who switched brands did so because of poor service - issues that trend with detractors are most often linked to poor communication, long wait times, bad store experiences and issues around value and pricing. The NPS platform you choose should make it easy to uncover detractor insights across your organisation.
This blog is an excerpt from the '5 ways to grow your business with NPS' eBook.
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