In a relationship between a company and a customer, the customer can be both a partner and defender of your brand, or your enemy if they are dissatisfied with your company. Understand how each group works:
1. Promoters (grade 9 or 10)
Promoters are considered the most engaged customers . In other words, they are always willing to cambodia phone number library to improving the company’s performance by participating in surveys, giving suggestions and constructive feedback.
People who give a rating of 9 or 10 see the value in your products or services and are satisfied using them. In addition, they are consumers who are more likely to recommend the company to a friend, colleague or family member.
It is very important that companies use resources to increase the number of these more engaged customers, offering some benefit such as, for example, a discount coupon after completing the NPS assessment.
This type of consumer is also more likely to generate UGC (User-Generated Content). Those who create UGC content share it on what is content marketing? media or recommend to other people a product or service they purchased spontaneously.
2. Neutral (grade 7 or 8)
These types of customers may seem satisfied, but they are not loyal to your company. This be numbers that they don’t mind switching to a competitor if they find a better and more attractive offer.
Neutral customers give a rating of 7 or 8, but are unlikely to recommend the brand to others.
3. Detractors (score from 0 to 6)
of 0 to 6 and are dissatisfied with your products or services. This type of customer feels that instead of being helped, their situation has only gotten worse, which ends up making them criticize your company.
These customers are more expensive and difficult to deal with, so they require more attention to avoid causing greater friction.