I have heard a lot of talk and read many articles on moving Detractors to Promoters via closed loop follow up processes. However I have failed to see much if any at all mechanisms that SHOW how one is supposed to measure this.
Is there an actual practical way to measure how many Detractors have moved to Promoters (individual tracked customer examples would be ideal) by utilizing the prescribed closing the loop f/u system? Utlizing the twice a year NPS survey is NOT a practical way to view customers journeys for reporting on a standard quarterly business calendar. Any suggestions, experiences? Thank you.
Measuring improvements in NPS Segments - Detractors to Promoters.
+3+3Just commenting to update. Please any ideas here would be appreciated.
+19We have an ongoing automated relationship survey with all our customers - each customer is asked to provide feedback only once a year, but all customers are randomly distributed into each month of the year. This should give a relatively representative sample of where you as an organization with your customer sentiment. You can then compare your detractor population quarter over quarter (or any other time period that give you statistically significant results). Hope this helps.
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