Actively managing your customer experience, staff training, and employer brand, is the key foundation to long-term success. But how do you prepare for the future when it’s so unpredictable? The answer lies in gathering the right data and turning threats into opportunities.

One of the most powerful metrics you can use to make informed business decisions is the Net Promoter Score (NPS). By asking your customers one simple question, “How likely are you to recommend your business to others?”, you can segment them into Promoters, Passives, and Detractors based on their responses. This segmentation provides invaluable insights on how to approach referrals, which customers need a little extra attention, and who is at risk of leaving.

Use this toolkit to help you navigate each segment with ease, providing teachable takeaways for your Promoters, Passives, and Detractors.