Using NPS to improve overall customer sentiment
I've used NPS for years. At first, I wasn't a strong proponent and then I realized I was using the data all wrong.
While I didn't have too many detractors, I was eager to move detractors way up to become promoters. Silly me. That would be like moving mountains.
I finally learned that when you roll pebbles, they gain momentum and become boulders. That's what I started doing with NPS.
The goal had to be moving a detractor to a passive before moving to a promoter so I started focusing on the break points. If I could move a customer from a 6 (highest detractor score) to a 7 (lowest passive score), I impact my NPS. That's just a single point. Additionally, if I moved an 8 (highest passive) to 9 (lowest promoter), I've impacted NPS even more. That's also just a single point. Move a few customers up a single point and you have major shifts in your NPS score.
What's your strategy for moving the NPS needle?
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