Best Practices for Managing NPS Detractors: Strategies and Examples

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Hi everyone, I’m looking for best practices on managing and following-up with NPS detractors, including actions and strategies, success metrics, and any examples. Thanks in advance!

3 comments

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Maria Braune
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Hi! Our situation may be different from yours but we send our CSAT out quarterly and then reach out to those that were detractors in the NPS section to chat through their overall thoughts/ feelings. If you are just sending the NPS after interactions - you could possibly build out different buckets of detractors and then just interview a few that fall into those different buckets.
Shannon Howard
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At a previous company, we had an automated message go out from our Senior Director of Customer Marketing. It was something along the lines of, "We're sorry to hear you haven't had a great experience with [PRODUCT]. We'd love to make it right. Would you be open to connecting to share more about your experience? Best, [Name, Title]"
Warsan Ahmed
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Thank you, Maria and Shannon!

Maria Braune
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Hi! Our situation may be different from yours but we send our CSAT out quarterly and then reach out to those that were detractors in the NPS section to chat through their overall thoughts/ feelings. If you are just sending the NPS after interactions - you could possibly build out different buckets of detractors and then just interview a few that fall into those different buckets.
Shannon Howard
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At a previous company, we had an automated message go out from our Senior Director of Customer Marketing. It was something along the lines of, "We're sorry to hear you haven't had a great experience with [PRODUCT]. We'd love to make it right. Would you be open to connecting to share more about your experience? Best, [Name, Title]"
Warsan Ahmed
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Thank you, Maria and Shannon!