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Which of your customers is detracting from your business?

Jun 28, 2017 4:14:00 PM

The Net Promoter System says that the answer to a single question will give you all the information you need to determine how satisfied your customers are.

The question? “How likely are you to recommend [your company] to a friend or colleague?”

The Net Promoter System divides every company’s customers into three categories: promoters, passives, and detractors.

Promoter Customers

  • rate the company 9 or 10
  • are loyal customers who will bring repeat business and refer others

 

Passive Customers

  • rate the company 7 or 8
  • are satisfied but unenthusiastic and therefore vulnerable to competitor offers

 

Detractor Customers

  • give a score of 0 to 6
  • are unhappy customers and could damage your brand

 

Your Net Promoter Score can be a good tool to understand where your business is and who your loyal customers are, but it’s easy to poison the results. Want to find out how to avoid poisoning your results? Read our blog here.

If you want an independent organization to help you implement a net-promoter system, we should talk.

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Courtney Stallings
Written by Courtney Stallings

Courtney writes and edits content for Leading Results and their clients. She has been described as a Grammar Nazi and enjoys crafting writing with excellent spelling, punctuation, and grammar.

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