Article

Increase NPS through targeted actions

Use detractor feedback to make specific improvements and track whether scores improve over time.

Updated 1 September 2026

Article

Increase NPS through targeted actions

Use detractor feedback to make specific improvements and track whether scores improve over time.

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Summary

This lesson shows you how to improve your NPS by taking targeted action on detractor feedback. You will learn how to segment responses, identify the top complaints, follow up personally, and track improvements over time.

NPS tells you how your customers feel, but the score only improves if you act on what they tell you. This chapter shows you how to take detractor feedback, identify the specific issues driving low scores, and make targeted improvements. You will learn how to close the feedback loop by showing customers you listened and track whether your actions actually move the score over time.

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