How to Close Customer Feedback with NPS®?

How to Close Customer
Feedback with NPS®?
Learn with Zonka Feedback
www.zonkafeedback.com

What is Closing the
Customer Feedback Loop?
Closing the Customer Feedback Loop is taking action on
the Customer Feedback. It is the process that involves
responding to the customers on their feedback,
implementing changes in your business as per the
customers' suggestions and resolving customer
complaints (if any) and telling them that you have worked
on their feedback.

NPS or Net Promoter Score is one of the most popular and
effective metrics used to gather Customer Feedback in
terms of measurement of Customer Loyalty towards a
brand or an organization. A common question is asked to
the customers in an NPS® Survey.
On a scale of 0 to 10, how likely would you recommend
this brand to your friends, family and known ones 0 being
"Not at all likely to recommend" and 10 being "Most likely
to recommend"?
What is NPS®?

How to Close Customer
Feedback with NPS®?
The first step to utilizing NPS for Closing the Feedback
Loop is following it up with an open-ended question to
ask the reason for ratings given by the customers. This
will enable you know your strengths and weaknesses
and you will get to know where you need to make
improvements in your products and services.
After this, you should work on the feedback of
promoters, detractors and passives separately because
you cannot respond and take same actions on the
feedback of a Promoter and a detractor. Let's explore
the actionable steps you should take.

1. Closing the Feedback Loop with Promoters
Promoters are the most satisfied customers as they have given you a rating of 9 and 10. For Closing
the Customer Feedback Loop, you should:
Ask Them to Refer
Ask them to refer their friends and also
give something as referral bonus like a 5%
more discount or a free voucher etc.
Give Rewards
Give them small rewards like discount on
next purchase, free coupons etc.
Show Gratitude
Show gratitude by thanking them for their
feedback.

2. Closing the Feedback Loop with Passives
Passives are actually an opportunity for you to show them that you and your brand are the best
and thus change them into promoters. Here is what you should do to Close the Feedback loop
of the passives.
Delight them
Do something to enhance Customer Delight. Delight
them with exceptional service, small surprise gifts and
free vouchers etc.
Give them exciting offers
Give them exciting offers like discount on next
purchase, combo offers etc.
Offer better products and plans
Search for better products or service plans for them and
offer them those plans which benefits them

3. Closing the Feedback Loop with Detractors
Detractors are the most crucial findings of your NPS Survey on which you need to work on. They
are the ones who can affect your sales adversely by their negative reviews, comments and bad
word-of-mouth in the market. If their feedback loop is not closed properly, they can harm you like
anything! Here is what you should do to change their views about your brand.
Prioritize Them
Listen to Them
Accept, Apologize and Empathize
Take required Action
Inform them of the Action
Offer tokens of apology

START MEASURING NPS
& CLOSING THE FEEDBACK LOOP
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hello@zonkafeedback.com
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How to Close Customer Feedback with NPS®?

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