It’s easy to get caught up in responding to negative feedback.However, it is just as critical to not lose sight of your most loyal advocates by keeping them satisfied and primed for growth opportunities. Read more: http://www.satrixsolutions.com/are-you-fully-capitalizing-on-your-nps-promoters/

1. 1
NPS®: Benefit From the
Passion of Your Promoters
©2013 Satrix Solutions

2. 2
80 to 90% of Positive
Referrals Come
from Promoters*...
* netpromoter.com
©2013 Satrix Solutions

3. 3
With a high correlation
between strong customer
relationships and financial
performance - developing a
business strategy that centers
around customer
performance metrics is
critical.
So Channel Brand Evangelists to Fuel Growth
©2013 Satrix Solutions

4. 4
First, Calculate Your Net Promoter Score®
How likely are you to recommend us to a friend or colleague?
Not at all likely
0
1
Extremely likely
2
3
Detractors
(0-6)
4
5
6
7
8
Passives
(7-8)
9
10
Promoters
(9-10)
% of Promoters −% of Detractors = Net Promoter Score (NPS)
©2013 Satrix Solutions

5. 5
Next, Reach
Out to Your
Most Loyal
Advocates.
Also known as
“Promoters.”
©2013 Satrix Solutions

6. 6
Ask for a Referral or Testimonial…
“Satrix Solutions is a true partner in every sense.
The insights delivered has helped us gain a deep
understanding of the loyalty drivers and uncover
improvement opportunities in our client relationships.
They have undoubtedly helped accelerate the growth we
have experienced, thanks to more referrals and higher
new business win rates."
Marc Greene
Managing Director, Ipreo
©2013 Satrix Solutions

7. 7
Offer to Put Them on the Center Stage!
Securing speaking opportunities not only
provides brand recognition for your client,
it also serves as a great opportunity to
introduce the success of your products or
services.
©2013 Satrix Solutions

8. 8
Invite Promoters to Join the Conversation.
Let them know their voice is important to you by
having them participate in your user groups or
client advisory board meetings…
©2013 Satrix Solutions

9. 9
Invite Promoters to Join the Conversation.
…You can also ask for feedback on your long-term
strategy or products / services roadmap.
©2013 Satrix Solutions

10. 10
Get Approval to Write a Case Study
©2013 Satrix Solutions

11. 11
Encourage them to spread their appreciation
for your business to their social networks.
©2013 Satrix Solutions

12. 12
Finally, lessen the impact of Detractors
by closing the loop and tackling the
issues that result in negative customer
perceptions to turn them into
Promoters.
©2013 Satrix Solutions

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Remember… “80 to 90% of
positive referrals come from
Promoters. Therefore, it’s
important to have powerful
Promoter-oriented processes
built into your Net Promoter
program.”
©2013 Satrix Solutions

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About Satrix Solutions
We measure success by the results our clients achieve. Our customized
feedback programs and highly flexible approach incorporates best
practices obtained from our extensive experience to introduce discipline,
rigor, and metrics to your feedback efforts.
Client Satisfaction Survey
Sales Win/Loss Analysis
Net Promoter® Survey
Client Defection Analysis
Client Advisory Board
Employee Satisfaction Survey
Evan Klein
®Net Promoter, Net Promoter
Score and NPS are registered
trademarks of Bain &
Company, Inc., Satmetrix
Systems, Inc., and Fred
Reichheld
©2013 Satrix Solutions
Founder & President
evan@satrixsolutions.com
480.773.6120