Passives in NPS (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.
Passives are customers who give a score 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.
Passives are important because they are more likely to switch to a competitor than promoters. They are also more likely to leave negative reviews online, which can damage your reputation.
There are a number of things you can do to turn passives into promoters:
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 turn passives into promoters 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 turn passives into promoters and improve your overall customer satisfaction.
Here are some examples of how businesses can turn passives into promoters:
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.
Duffy 