Comment faites-vous le suivi auprès de vos détracteurs et promoteurs NPS ?

Possible scores range from -100 to +100, and a score of +40/50 is generally considered very good, a score of +70/80 is excellent. Some firms make their NPS results public whilst others retain it for in-house information only, and scores will vary between sectors. Many survey providers will use client data to benchmark anonymously against competitors to give a better idea of how a business is performing in a wider context.

Immediate Acknowledgment: Acknowledge detractors promptly. Send an immediate acknowledgment message expressing gratitude for their feedback and an assurance that their concerns will be addressed. Personalized Responses: Provide personalized responses that address specific concerns mentioned by detractors. Avoid generic messages and demonstrate a genuine understanding of their individual experiences. Seek Additional Feedback: Encourage detractors to provide additional details about their concerns or areas where improvement is needed. This can help you gather more insights and tailor your responses accordingly.

This is the point to set aside any "automations" and respond directly to the person. They are essential to your organization because they took the time to answer your survey instead of just walking away and grumbling to everyone they know. Follow these steps: Quick Response: Respond within a week to show value for their input. Acknowledge Frustrations: Respectfully acknowledge their concerns. Ask Follow-Up Questions: Use open-ended questions to understand their score's reasons. Show Empathy: Display empathy towards detractors, giving your business a chance to rectify a wrong. Consistency: Be consistent in follow-up efforts to build trust. Remember, detractors provide valuable insights, helping improve customer experience.

Apologize and Take Ownership: Offer a sincere apology for any inconvenience or dissatisfaction expressed by detractors. Take ownership of the issues raised and communicate a commitment to resolving them. Explain Actionable Steps: Share specific steps or actions your company plans to take to address the identified issues. Transparency about your commitment to improvement can instill confidence in detractors. Offer Solutions: Provide tangible solutions or alternatives to address detractors' concerns. Whether it's a refund, replacement, or additional support, offering solutions demonstrates your commitment to customer satisfaction.

Follow-Up Surveys: Consider sending follow-up surveys to detractors to gather more detailed insights into their experiences and gauge their satisfaction with the resolution provided. Use this feedback to further refine your processes. Monitor Progress: Keep track of the progress in resolving detractors' issues. Regularly update them on the status and, once resolved, follow up to ensure their satisfaction with the resolution. Following Up with NPS Promoters: Express Gratitude: Thank promoters for their positive feedback and advocacy. Express genuine appreciation for their support and loyalty to your brand.

Generally, customers are Passives or Detractors because the company failed to do something for them, or hindered their ability to get a job done. Promoters, on the other hand, are satisfied with their experience with a company…and so an effective follow-up communication could invert the typical “what could we do to improve” question often asked of Passives and Detractors, and ask “if a future experience with our company didn’t meet your exceptions, what would it look like?” It’s important to probe on specifics…e.g. instead of “the service would take too long to complete” probe further and ask “what would be an ideal time and why?” Promoters can be a good source for learning “what not to do” in order to retain their business.

Passive clients could be your most significant risk for churn. It's crucial to close the loop with these clients just as you would with Detractor clients because resolving their issues could quickly turn them into Promoters and reduce the risk of attrition.

Encourage Reviews and Testimonials: Encourage promoters to share their positive experiences through online reviews, testimonials, or social media. This can amplify positive word-of-mouth and attract new customers. Reward Loyalty: Consider implementing a loyalty program or providing exclusive offers to promoters as a token of appreciation. Recognizing and rewarding loyalty helps strengthen the relationship. Share Promoter Feedback Internally: Share positive feedback from promoters with relevant teams within your organization. Recognize and celebrate the aspects of your products or services that customers appreciate.

NPS has been around for a while, originally being developed by Fred Reichheld from Bain & Company more than 20 years ago. As such some debate if it is still the best measure of brand loyalty today, with other metrics such as True Loyalty Measure (TLM) proposed as its natural successor. Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

Request Referrals: Ask promoters for referrals or introductions to potential new customers. A satisfied customer is often willing to recommend your business to others. Engage in Conversations: Engage promoters in conversations to understand what specific aspects of your products or services they value the most. Use this information to inform marketing messages and improve overall customer experience. Stay Connected: Keep promoters informed about new products, features, or promotions. Regular communication helps maintain a positive relationship and keeps your brand top-of-mind. Nurture Long-Term Relationships: Focus on nurturing long-term relationships with promoters. Consider exclusive events, early access to new features, or personaliz