Love Detractors & See NPS Zooming
Manish Madan
![Manish Madan]()
Manish Madan
Customer Service | Customer Experience Design Expert | Operations Lead - Telco/ Insurance | Agile Project Lead | Product Owner - CX Design | Design Thinking Practitioner, Head - CS & New Business Ops
The quote by Kabir 'nindak niyare rakhiye' (keep people who criticize your around you) truly makes sense when it comes to managing customer expectations. While administering NPS surveys while we often focus on score, not much focus is given to dis-likes of the sample base. A close look at dis-likes specially, shared by detractors, will often open up a valuable bank of useful information. This actually is direct outcome of human nature where we often just put smileys for great reviews but detail out the critical pointers when negatively reviewing a brand or service.
Therefore, for an improved NPS seeking dislikes from detractors can effectively help you drive NPS upwards.
Sr. AVP- Customer Experience and Service | Securities Operations
6 年Absolutely agree
Risk Compliance Manager at HSBC Retail Banking and Wealth Management
6 年Nindak nihare rakhiye, aangan kuti chhaway Bin pani bin sabun, nirmal kare subhav.. Truly applicable for focusing on detractors for NPS score improvement. However we cannot miss focusing on Passives.. black sheep of NPS calculation since you don’t have to take drastic measures to reach out to this segment as you would with your detractors.
Development Officer at LIC
6 年Very true @Manish Madan Sir. In reality everyone is in a mad race to chase down anyone who can buy. This is not the way Pension is to be sold.