Your promoters are your evangelists.

They’re typically less fickle than your passives and detractors. They’re more likely to stick with you through the bumps and growing pains. They believe in you. They are also fully aware of the changes everyone along the Net Promoter Score scale is experiencing in your products and services.

• What keeps promoters engaged with you?
• What are promoters trying to achieve with your products and services?
• What have you promised promoters that you may not be delivering?
• What trends are customers experiencing with you that concern them?
• What actions are promoters taking on behalf of your company?
• What keeps customers from taking action on behalf of your company even if they are extremely likely to recommend you to a colleague or friend?
• What would make promoters abandon you, and how close to that point are they?
• How could you improve your products or services for all your customers?

In short, you need to have open and honest conversations with your NPS promoters that will give you insights into their customer journey and any pitfalls that would cause you to lose them and fall further down the Net Promoter Score scale. 

We know that goes against the grain – conventional wisdom tells you not to offer opportunity for a promoter to criticize you. For us, however, your promoters offer valuable insight into what you’re doing right, AND what you’re doing wrong, so you can improve your NPS score by turning even promoters into active champions for your company. 

Once we identify the gaps between customer goals, expectations, and experiences, we’ll help you identify the strategies and tactics needed to reverse your declining NPS score.