“I love this place, I always want to buy everything I see. The store is beautiful and the staff is very friendly and product savvy.”
Passive customers: score between 6 and 7
Your passive customers have mixed feeling towards your store. They are globally satisfied by their experience with your brand but upset about a few details they will generally write about in their comments.
“Nice store but quite small so not all items are available.”
Detractors: score lower than 6
Your detractors are customers who are very disappointed with their experience with your brand and who risk abandoning you for the competition. Their comments provide valuable insights into areas which urgently need improvement.
“No one bothered to greet me. The shop assistants were busy chatting instead of paying attention to their customers.”
Analysing customer feedback can de done manually or automatically thanks to automated customer feedback solutions..
What are the main reasons for a falling Net Promoter Score?
A declining NPS score can be due to a multitude of reasons.
If you notice a sharp increase in the number of detractors, it may be that the basic services expected by customers have not been properly performed. Greeting customers at the door, organizing the store so that products can be easily found, making sur the premises are clean and the staff friendly are just a few examples.
A decline in the number of promoters could be due to the same reasons or to a decrease in the “customer experience” gap that separates you from your competitors. If your competitors are also developing new services, you will once again have to innovate to stand out!
To find out the specific reasons for the decline in your NPS, the best way is to simply ask your customers!