1 / 14

How to Convert your Detractors into Promoters | NPS Survey

Net Promoter Score is the proven metric that determines the loyalty of a firmu2019s customer relationships. Thus, the NPS survey results facilitate you with a great understanding of your customer psychology and preferences. Simply put, it is a tool that gauges the willingness of your customers to recommend your product/service to others.

ZonkaFeedback
Download Presentation

How to Convert your Detractors into Promoters | NPS Survey

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. eBOOK HOW TO CONVERT YOUR DETRACTORS INTO PROMOTERS (NPS SURVEY) LearningwithZonkaFeedback

  2. TABLE OF CONTENTS 1. Introduction 2. CustomerRatingScale 3. SmartTipstoConvertDetractorsinto Promoters - FindWhyYourDetractorsareUnhappy DoResult-DrivenPlanning StrategizesmartlytoClosetheLoopwith theDetractors ChooseaknowledgeableRepresentative AddresstheirConcernswithoutBeing Defensive HighlightareaswhereDetractorsare FacingProblems Don’tMakeanyKindofFalsePromisesto YourDetractors EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  3. INTRODUCTION Yourunhappyandunsatisfiedcustomerswillnot onlyprovideyouwithnegativefeedbackbutalso sharetheirappallingexperiencewiththeir friendsandcolleagues. Whenitcomestoanalyzingcustomerexperience andperceptiontowardsabrand, NetPromoter Score (NPS) Surveyistheleadingbenchmark. NET PROMOTER SCORE IS THE PROVEN METRIC THAT DETERMINES THE LOYALTY OF A FIRM’S CUSTOMER RELATIONSHIPS. EBOOK: 10TIPSTOCREATESMSSURVEYS & MAXIMIZERESPONSES EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  4. 3 CATEGORIES OF CUSTOMERS BASED ON THEIR NPS RATING Promoters Customerswhorate9-10 ExtremelySatisfiedCustomers Likelytoberepeatbuyers Likelytopromoteyourbrand Detractors Customerswhorate0-6 ExtremelyUnsatisfiedCustomers Likelytonotrecommendyourbrand Passives Customerswhorate7-8 ModeratelySatisfiedCustomers Maynotbeenthusiasticaboutthebrand Canbeswayedeasilyineitherdirection EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  5. CALCULATING NET PROMOTER SCORE NETPROMOTERSCORE = % PROMOTERS - %DETRACTORS Promotersarethosewhorateyou9-10onthe NPSQuestion Detractorsarethosewhorateyou0-6onthe NPSQuestion NetPromoterScoreisnotapercentage NetPromoterScorerangesfrom -100to +100 AnegativeNPSmeansthatyouhavemore detractors ApositiveNPSmeansthatyouhavemore promoters EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  6. TIPS TO CONVERT DETRACTORS INTO PROMOTERS Transformingdetractorstopromotersisnotan easynuttocrack. So, toeaseyourtask, we’veput togethertipsthatcanhelpyouturnyour detractorsintoambassadors. 1. FindwhyyourDetractorsareUnhappy 2. DoResult-DrivenPlanning 3. StrategizesmartlytoClosetheLoopwiththe Detractors 4. ChooseaKnowledgeableRepresentative 5. AddresstheirConcernswithoutbeing Defensive 6. HighlightareaswhereDetractorsareFacing Problems 7. Don’tMakeanyKindofFalsePromisestoyour Detractors EBOOK: 10TIPSTOCREATESMSSURVEYS & MAXIMIZERESPONSES EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  7. TIP1 FIND WHY YOUR DETRACTORS ARE UNHAPPY Beforeinteractingwithyourdetractors, you needtofindthereasonwhytheyareunhappy andunsatisfiedwithyourproduct/service. Either youreadtheirfeedbackthoroughlyand understandtheirrequirementsorelseaskthem directlythereasonsforlessNetPromoterScore. YoucouldalsouseaNetPromoterScoreSurvey Softwarethatgivesyoulogic-basedquestions. Byusingskiplogicandbranchinginthesurvey, customersviewonlyquestionsrelevanttothem andhaveabetterexperiencewhilegiving feedback. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  8. TIP2 DO RESULT-DRIVEN PLANNING Beforejumpingontotheinteractionsession withthedetractors, youmustcreateaplan thatclearlydefinesyouraction. Makeaplanthathowyougoingtoapproach them, whatareyougoingtopresentto convincethem, andmuchmore. Sometimes, representativesareshortwiththe ideas, facts, andsolutionstoconvincethe detractors. Thus, inthiscase, priorplanning canhelpyoutomanagetheprocess efficiently. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  9. TIP3 STRATEGIZE SMARTLY TO CLOSE THE LOOP WITH THE DETRACTORS Ifyouareattemptingtoclosetheloopwithyour detractors, thenyourfocusshouldbeon strengtheningtherelationshipwithyourgrumpy customers. HowNPSSurveyToolenablesyoutostrategize actionforclosingthefeedbackloop: AutomateYourResponses –Automated responseworkflowhelpsyougetinformation aboutyourdetractorsandtheirconcerns. The automatedresponsesystemhelpsyoutoreduce yourresources, timeandeffortwithan individualizedresponse. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  10. Thankyouforyour valuablefeedbackWe highlyrespectyour suggestions!! DoPersonalizedFollow-Ups–Itisessentialfor youtofollow-upwithyourgrumpycustomersto convertthemintopromoters. Whenitcomesto interactingwithdetractors, therearetwoways toapproachthem, eithercreateanautomated responseworkflowordivestraightintoaphone call. Addresstheirconcernandassureyour detractorsthatyouareheretohelpthem again. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  11. TIP4 CHOOSE A KNOWLEDGEABLE REPRESENTATIVE DuringthesurveyofcustomersintheU.S. and worldwidein2018 39% ofrespondentsfromtheUnitedStatesstatedthat agoodcustomerserviceexperiencewouldbe onewithaknowledgeablerepresentative. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  12. TIP5 ADDRESS THEIR CONCERNS WITHOUT BEING DEFENSIVE Openyourconversationwithyourintroduction; givealightintroductiontoyouandyourcompany. Youcanalsobeginwiththeapologynoteand assureyourdetractorsthatyouareheretohelp themagain. Yourdetractorsmaytakethis situationasthatyouaretryingtohard-sellthem. So, inthisscenario, youneedtopatientlyaddress theirconcernswithoutbeingdefensive. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  13. TIP6 HIGHLIGHT AREAS WHERE DETRACTORS ARE FACING ISSUE Ifyourcustomershaveampletime, thendiveinto themeatoftheconversation. Openyour interactionwiththeintroductionofnewlyadded featuresandadd-onsinyourproduct. Don’trestrictyourconversationwiththeclosed questions (Yes & No), askyourdetractorsto explaintheconcernin-depth. Ifitisabouttheproduct, askthemtodemonstrate howtheyusetheproductandhighlighttheareas wheretheyarefacingproblems. Tomakeyour conversationsmooth, youcanalsomakenotes simultaneously. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

  14. TIP7 DON’T MAKE ANY KIND OF FALSE PROMISES TO YOUR DETRACTORS Youcannotrectifytheerrorsorfindthesolutions rightonthecall. Inthiscase, it’sbettertofollow themlater, butdon’tmakeanyfalsepromises. Falsecommitmentswillirritateyourdetractors andtheywillstartspreadingbadwordofmouth. Peopleusuallyavoidthepracticeoffollowingup withtheirdetractors, asthereisnosuretyof positiveresults, butDetractorsinNPSSurvey provideatruepictureofyourperformance. This willalsoprovideyouwiththeopportunityto identifytheareaswhereyouneedimprovement. EBOOK: HowtoConvertyourDetractorsintoPromoters (NPSSurvey)

More Related