It happens. Someone working at one of your customers states, "I've never heard of your company." How could that be?

We regularly perform Net Promoter Score® surveys and in almost every survey, there is at least one Detractor response (someone who rates the company a 6 or below) that includes the reason, "I've never heard of [company name]",  or, "who is [company]?" Sometimes it is a handful, and sometime even more than that.

Invariably, the question that gets posed to us is, "Can these responses b...

If customer rates you a “6” or below on a Net Promoter Score® survey, they are considered a Detractor.  Detractors are likely speaking negatively about your company.  They may be actively looking to leave, but the good news is that they haven’t yet, and now you know.  It is a best practice to follow-up with any Detractors (those that rate the company a 6 or below) promptly (recommended within 24 hours).  Butler Street sends electronic notifications for detractors as the responses come in, prior...

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