As NPS scores vary considerably depending on your industry and geographical location, be sure to check the average score for your specific sector before engaging in comparisons, extended analysis or setting up corrective measures. However, no matter what your score is to begin with, an increase always indicates happier customers.
Detractors are customers who are either unhappy or disappointed with their overall experience with your brand. They are the most likely category to be receptive to your competitors’ wooing. If you want to avoid loosing these customers, don’t hesitate to get in touch with them directly in order to suggest a solution tailored to the specific problem they faced and regain their trust.
Your promoters are often your most loyal customers, and some of the most likely to become brand ambassadors. Though they may recommend your brand without any incentive on your behalf, you can also reach out to them and ask them to post a review online (on your own website or on a third party platform), to join you on your social networks or to test your products before anyone else. Chances are they will accept.