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NPS: Turning Detractors Into Promoters

A month ago, my car was rear-ended while it was parked outside of my house. There was no note, no knock on the door — just a frustrating mess. I dealt with the police, the collision shops, and, like a reasonable policyholder, I connected with my insurance company and sent in all of the details, pictures, and estimates — within just a few days. And yet, a month later, my car was still waiting to be fixed. More frustration. I was ready to cancel my policy. Finally, I called my insurance company and talked to Amanda. She saved my sanity, my car, and my policy. Now, rather than complaining to everyone I know about the bad service I received, I’m grateful for the follow-through and I’m likely to continue my relationship with the company for the foreseeable future. From detractors to promoters, the benefits of nurturing customer loyalty are real. Our colleagues Haris Azmi and Natasha Safronova dove deep into this topic on a recent SogoX webinar. Watch and learn: How to Turn Detractors to Promoters in 6 Months Detractors, passives, and promoters, oh my! Most know that NPS—and its employee experience (EX) counterpart eNPS—is Net Promoter Score, a key CX metric that provides insight into levels of customer loyalty or satisfaction with an organization. Generally, the higher the NPS, the more satisfied and loyal the company’s customers are. For many organizations, NPS is a key metric that’s regularly monitored, with ongoing efforts to identify and take action on key drivers […]