Как PM может ответить на критическое падение NPS?

In the event of a critical drop in NPS (Net Promoter Score), the PM should promptly analyze and take measures:

1. Data collection and root cause analysis: study customer feedback, segment by categories (e.g., products, regions, support channels) to identify main issues.

2. Team engagement: discuss with support, development, and sales teams to understand internal causes and gather ideas for improvement.

3. Prioritization of issues: highlight the most critical and frequently occurring causes of dissatisfaction.

4. Action plan development: define specific measures to address identified problems, set deadlines and assign responsible persons.

5. Customer communication: inform users about planned improvements, showing that their opinion matters.

6. Monitoring changes: after implementing measures, track NPS dynamics and adjust the strategy if necessary.

This approach helps not only to eliminate the causes of NPS decline but also to increase customer loyalty in the long term.