Pike13 Partner BrandBot Now Offering Landing Pages & NPS Tracking

Promoters (9 or 10)

Promoters are loyal, enthusiastic fans. They sing the company’s praises to friends and colleagues. They are far more likely than others to remain customers and to increase their purchases over time. Moreover, they account for more than 80 percent of referrals in most businesses. They are, in general, pleasant for employees to deal with.

Passives (7 or 8)

We call this group "passively satisfied" because this group is satisfied—for now. Their repurchase and referral rates are as much as 50 percent lower than those of promoters. Their referrals are likely to be qualified and less enthusiastic. Most telling: if a competitor’s ad catches their eye, they may defect.

Detractors (0 to 6)

Detractors are unhappy customers. They account for more than 80 percent of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.

BrandBot will be hosting a free webinar on May 22nd discussing how you can use email marketing and landing pages to map an amazing customer journey and why knowing and tracking your NPS score is so important. Reserve your spot today!