engage. When someone gives your business a 0 rating, or even as high as a 6, support should reach out to try to improve the situation. Winning back the customer’s goodwill could prevent poor word of mouth. It also could save money, since keeping a customer is less costly than recruiting a new one.
If you can’t win the customer over, at least have agents document the situation and share with relevant teams, so a repeat can be prevented in the future.
4. Reward and learn from promoters
promoters — customers who answer your nps survey with a 9 or 10 rating — are afghanistan phone number list your most valuable customers. You may want to reward them with perks, like early access to new products or services, or invites to special events. Allow them to bring friends and you may even gain new customers. Offering a referral bonus could encourage promoters to recruit others, and also help your business better track referrals.
Be sure to get feedback from promoters to understand why they are such big fans. Explain that you’re asking because they are your most valued customers. Promoters’ insights may surface new information about your strengths, which you can build on to make the customer experience even better.