Prioritize Retention Calls With NPS and Pareto
Use NPS feedback categories and Pareto thinking to choose the first retention action.
You have nine detractor comments and two hours. You need to choose the first retention calls. Use NPS to find relationship risk and Pareto to find the few complaint categories creating most of that risk. Do not call in the order comments arrived. Arrival order is not the same as churn leverage. Nine detractor comments in one list: progress unclear, make-up confusion, noisy lobby, teacher fit, progress unclear, billing credit, progress unclear, progress unclear, make-up confusion. Categories: progress visibility = 4, make-up friction = 2, billing = 1, teacher fit = 1, lobby environment = 1. First action: call progress-visibility…
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