Rate the answers
Understanding these categories helps you segment your customer base and customize. Your strategies based on the satisfaction level of each group.
As I explained at the beginning of the text, the classification is as follows:
- Detractors (0 to 6) are dissatisfied customers who can harm the company’s reputation with negative comments;
- Neutrals (7 to 8) are in the middle, satisfied but wouldn’t necessarily recommend you;
- Promoters (9 to 10) are those very satisfied customers who are very likely to recommend your company to others.
Here, it is still interesting to canada telegram data ask questions according to the customer’s level, for example:
- To detractors: “What is the reason for this classification?”;
- For neutrals: “What is missing for you to feel completely satisfied with our company?”;
- To the promoter: “What would and they are doing a pretty good job you say to the person you are going to recommend us to?”
Tip: How to turn customers into fans?
Whenever a customer is dissatisfied, it is time to return to the conversation. Understand their expectations again and make a realignment so that. They once again feel satisfied with the service provided.
Furthermore, there is consumer data usually no widespread dissemination of NPS within the company, so I suggest that you start talking about it in board meetings, for example, because it is directly connected to revenue.
In fact, companies with a high NPS are more valued on the stock market and investors are starting to pay more attention to this. After all, this is an indicator of the sustainability of the organization’s operations!
Finally, show all customers that you make improvements based on customer satisfaction indicated in the NPS and through a well-structured action plan .