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The advanced way to leverage the NPS in eCommerce, Collect Pre-Delivery…

- - - - Score is <6
        
        AND
        
        Customer Segment
        
        Active Customers
        
        Trigger Alert to Customer Service
        
        Power Customers
        
        Trigger Alert to Key Account Manager
        
        Solve the problem ASAP
        
        1 more item...
        
        Other Customers
        
        Trigger email to find the main reasons
      - Score is 7-8
        
        Ask another question to find what would have make them give a higher rating
      - Score is >9
        
        Facilitate customers to recommend you
    - - Follow-up sequence
- - - - Customer Segment is
        
        Power Customers
        
        Trigger Alert to Customer Service
        
        Action
        
        Other Customers
        
        Trigger other questions to find the main reasons
        
        Find anomalies regarding certain brands, categories, delivery methods, customer expectations
        
        Solve the issues together with various departments involved
        
        Research
        
        Action