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Warsan Ahmed June 18, 2024 at 06:31 PM

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!

Maria Braune June 18, 2024 at 06:41 PM

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.