Customer Experience Manager SurveySensum
Blogger
Share this content

How to create retention models from NPS responses

28th Feb 2020
Customer Experience Manager SurveySensum
Blogger
Share this content

As a business that is running the Net Promoter Score ® survey, you ought to respond after the customer finishes the survey, This typically comes in the form of a ‘Thank you’ message.

Crafting the right ‘Thank you’ message is vital because their tone and messaging can help nudge the customer turn from being detractors to a passive and ultimately to a promoter.

Here are a few thank you messages that you can use for your promoters, passives, and detractors.

For promoters:

“Thanks for taking the time to give your feedback. We are thrilled to have you as a high-value customer. Your feedback will help us come up with product/service improvements that will make your experience better than what it is now.”

How does the note helps retain customers who are promoters?

The note explicitly mentions that the customer is a high-value customer. This gives the customer the impression that they are exclusive and are valuable to the company more than other customers.

This privilege makes them feel more attached to the brand and also persuades them to promote the brand with their friends and colleagues.

For passives:

“Thanks for taking the time to give your feedback. We will work on each and every suggestion that you have given. You will see a significant improvement in our offerings in the days to come.”

How does the note help retain customers?

The note establishes the company’s notion to work on customer feedback. This will convince the passive customer that all their pain areas have been acknowledged.

The last statement gives an assurance that things will change soon, This helps reduce the possibility of passive customers looking for other alternatives. When the improvements happen and their level of satisfaction soars high, they will ultimately turn into promoters.

For detractors:

“Thanks for taking the time to give your feedback. We will work on each and every suggestion — positive and critical that you have given. Our team might reach out to you in the near future to understand more about the not-so-great experiences that you might have had, Be assured that we will do everything possible to deliver great experiences to you in the near future.”

How does the note help retain customers?

At the onset, it establishes the fact the business acknowledges both the positive and critical feedback given by the customer.

It also indicates that the team might reach out personally to identify what went wrong with each interaction. The final statement gives the assurance that the feedback will be used to improve the experience.

 

You might also be interested in

Replies (0)

Please login or register to join the discussion.

There are currently no replies, be the first to post a reply.