PlaybookCustomer retention
Reading the room: promoters, passives and detractors
29 March 2026 · 3 min read
Three groups, three jobs
High scorers are promoters to activate, middling scores are passives to convert, low scores are detractors to recover — and each needs a different move.
Activate the promoters
These are your Google reviewers and your word-of-mouth. Ask them, at the moment they're delighted, to say it publicly.
Convert the passives
A 6 or 7 is a customer who nearly loved it. A tag usually reveals the one thing between passive and promoter — fix that and the score climbs.
Recover the detractors fast
A low score with a phone number is a save waiting to happen. A same-day call turns a would-be bad review into a loyal regular.
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