NPS detractor score (NPS) is a customer satisfaction metric that measures how likely customers are to recommend a company’s products or services to a friend or colleague. NPS is calculated by asking customers a single question: “How likely are you to recommend our product or service to a friend or colleague?” Customers are then scored on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”
NPS scores are divided into three categories:
Promoters: Customers who give a score of 9 or 10.
Passives: Customers who give a score of 7 or 8.
Detractors: Customers who give a score of 6 or lower.
NPS detractor scores are scores of 6 or lower. These customers are unhappy with your product or service and are likely to switch to a competitor or leave negative reviews online.
Why NPS detractor scores are important
NPS detractor scores are important because they can damage your reputation and cost you business. Unhappy customers are more likely to tell others about their negative experiences, which can deter potential customers from doing business with you. Additionally, negative reviews online can damage your search engine ranking and make it more difficult for customers to find your business.
How to improve NPS detractor scores
There are a number of things you can do to improve your NPS detractor scores:
Understand why they are detractors: The first step is to understand why your customers are detractors. You can do this by collecting feedback from them. Once you understand their reasons, you can start to address them.
Fix the problems: If your customers are unhappy with your product or service, you need to fix the problems. This could involve improving the quality of your product or service, resolving customer service issues, or making your product or service more affordable.
Reach out to detractors: Once you have fixed the problems that led to your customers becoming detractors, reach out to them and apologize for their experience. Let them know that you have made changes and that you hope they will give you another chance.
Monitor your NPS score: It is important to monitor your NPS score over time to see if your efforts to improve it are paying off. You can do this by sending out NPS surveys on a regular basis.
By following these tips, you can improve your NPS detractor scores and reduce the number of unhappy customers you have.
Examples of how to improve NPS detractor scores
Here are some examples of how businesses can improve their NPS detractor scores:
A software company can send detractors a survey to ask them why they are detractors. The company can then use the feedback to fix the problems that led to the negative experiences.
A retail company can reach out to detractors to apologize for their experience and offer them a discount on their next purchase.
A restaurant can send detractors a personalized email inviting them back for a free meal.
A bank can follow up with detractors to see if their concerns have been addressed.
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