it’s time to analyze. Pay attention not only to the overall nps, but also to the percentage of customers in each category. Shifts in the share of promoters, passives, and detractors over time help you understand how nps is trending.
For instance, if your share of passives is increasing, that afghanistan phone number list could be good or bad. If detractors simultaneously decrease, that’s great – you’re turning detractors into passives. However, if the rise in passives is matched by a decline in promoters, that’s not good – loyal customers are becoming less satisfied.
Another way to glean insight from nps scores is to look at them for different customer groups. You could segment based on how long respondents have been customers, how much they have purchased, or demographic factors like age and gender.
The open-ended portion of your nps survey — where customers explain why they scored as they did — is especially valuable. Perhaps customers are consistently telling you there’s a problem with your website, or that they want fewer automated emails. Maybe your stringent return policy causes them to defect to a competitor. Perhaps your customer service team does not respond quickly enough. Or, feedback on specific products may help you improve them.