Question

Assume you worked as a financial planner. How would you use Net Promoter Score with your customers? How would you respond to promoters? How would you respond to passives? How would you respond to detractors?

Answer 1

Let me start with the definition of the Financial planner.

Financial Planner is described as a certified or qualified professional who helps people, organizations or various entities to meet their long term financial objectives.

So as per the question let me assume myself as the financial planner. and I have sent a survey to my clients. Net Promoter Score is derived based on the survey results.

Let us set Advocates as 9 and 10.

Passives as 7 and 8

Detractors as 1to 6

This survey is based on a scale of 1 to 10.

For advocates, I have to thank them for voting and also ask them if anything can be improved like any financial plans that need to be changed or any Flexi declarations that need to be assessed.

For Passives: We need to check want went wrong in the survey, Drill down the feedback, and check which area needs to be improved. We need to sorry them for the areas that went wrong, At the same time we need to check with them the services that can be improved for them. We have to give them various flexible plans and give more options so that they get happy with the services.

For Detractors: First, we need to apologize to them for the service that made them give detractors. We need to waive off the portion of the fee that is collected so that to some extent they may feel happy.

And next thing by analyzing the responses we need to conclude the reasons that made them give the rating. I need to talk with them and get the insights and improvement ideas.  

Based on the above we can conclude this topic.