{"id":110546,"date":"2020-08-28T07:29:19","date_gmt":"2020-08-28T14:29:19","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=110546"},"modified":"2023-08-18T05:05:56","modified_gmt":"2023-08-18T05:05:56","slug":"nps-to-convert-detractors-to-promoters","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/nps-to-convert-detractors-to-promoters\/","title":{"rendered":"6 Key ways to turn your detractors into promoters"},"content":{"rendered":"\n

A Net Promoter Score (NPS) survey gives you an idea of customer satisfaction<\/a> and loyalty. It lets you know who your dissatisfied or angry customers, also known as detractors, are. Detractors are a concern for brands not only because they are a churn risk but also because they will speak to various costumers and potential customers about their bad experiences.<\/span><\/p>\n\n\n\n

Why is identifying detractors important?<\/strong><\/h2>\n\n\n\n
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  1. Contain negative word of mouth<\/span><\/li>\n<\/ol>\n\n\n\n

    A delighted customer will tell 10 people about their delightful experience, but detractors will tell a lot more. Detractors after churning and before churning will spread bad word of mouth affecting your brand\u2019s reputation. As per a recent study, 75% of customers said they shared bad customer experience<\/a> feedback or experience as opposed to 42% of customers who shared positive experiences.<\/span><\/p>\n\n\n\n

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    1. Detractors affect your sales and revenue<\/span><\/li>\n<\/ol>\n\n\n\n

      Detractors do not buy from you and also affect your sales through negative word of mouth. This directly adversely affects your business revenue. It is highly expensive to acquire new customers than retaining existing ones. When detractors leave, it forces them to look for new customers and also repair the damage that detractors may have caused due to negative feedback about your brand\u2019s products and services.<\/span><\/p>\n\n\n\n

      LEARN ABOUT:<\/strong> Service Recovery<\/a><\/em><\/p>\n\n\n\n

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      1. Detractors are a churn risk<\/span><\/li>\n<\/ol>\n\n\n\n

        Customer churn<\/a> is the percentage of consumers that have stopped buying or using your products for a period. They may have switched to a competitor brand of yours. Detractors may switch to another brand at the earliest opportunity. A study by Inc.com suggested about 50% of detractors will likely to churn within ninety days. Higher the churn rate, severe are the losses to revenue and profits.<\/span><\/p>\n\n\n\n\t

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