Net Promoter 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 passive scores are scores of 7 or 8. These customers are not unhappy with your product or service, but they are not enthusiastic about it either. They may be using your product or service because it is convenient or because they have not found a better alternative.
Why NPS passive scores are important
NPS passive scores are important because they represent a significant opportunity for businesses to improve their customer satisfaction and grow their business. NPS passive customers are more likely to switch to a competitor than NPS promoters. They are also more likely to leave negative reviews online, which can damage your reputation.
How to improve NPS passive scores
There are a number of things you can do to improve your NPS passive scores:
Understand why they are passives: The first step is to understand why your customers are passives. You can do this by collecting feedback from them. Once you understand their reasons, you can start to address them.
Improve your product or service: One of the best ways to improve NPS passive scores is to improve your product or service. This could involve adding new features, fixing bugs, or improving the customer experience.
Offer incentives: You can also offer incentives to passives to encourage them to become promoters. For example, you could offer them a discount on their next purchase or a free gift.
Personalize your interactions: Passives are more likely to become promoters if they feel valued. You can personalize your interactions with them by using their name and remembering their preferences.
Follow up with them: It is important to follow up with passives to see if their concerns have been addressed. This shows them that you care about their feedback and that you are committed to improving their experience.
By following these tips, you can improve your NPS passive scores and turn passives into promoters.
Examples of how to improve NPS passive scores
Here are some examples of how businesses can improve their NPS passive scores:
A software company can send passives a survey to ask them why they are passives. The company can then use the feedback to improve its software.
A retail company can offer passives a discount on their next purchase.
A restaurant can send passives a personalized email thanking them for their feedback and inviting them back for a free meal.
A bank can follow up with passives to see if their concerns have been addressed.
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