Here’s a common scenario: a Detractor (unhappy customer who is unsatisfied with your business) gives your product a low score in a Net Promoter Score survey. They don’t leave any text feedback, and they don’t respond when you reach out to ask what’s bothering them. 

For a retention-focused business, this type of customer feedback isn’t very valuable. You know they’re unhappy, and you know they’re likely to cancel in the future, but you don’t know the cause of their frustration or what you can do to make things right.

We found an effective way that will increase the chance of a Detractor responding to you and will leave your respondent pleased with an excellent customer service.