Segmenting based on feedback and customer satisfaction

Segmenting based on feedback and customer satisfaction

Segmenting customers based on feedback and satisfaction levels provides valuable insights into customer behavior and sentiment. By dividing customers into segments such as promoters, passives, and detractors (based on Net Promoter Score or similar metrics), businesses can target each group with specific strategies aimed at retention or improvement.

  • Promoters â€” highly satisfied customers — can be encouraged to become brand advocates.
  • Detractors â€” unsatisfied customers — need immediate attention to address pain points and prevent churn.
  • Passives, who are neutral, may benefit from special offers or engagement strategies to turn them into promoters.

This feedback-driven segmentation ensures that businesses address customer satisfaction proactively and prioritize the customers most at risk of leaving.

AllTrails uses feedback to segment trail reviews by satisfaction level. After collecting star ratings and specific details, the app can identify highly satisfied users who recommend trails versus those who flag issues. This helps AllTrails target improvements and customize recommendations based on user preferences.

Pro Tip! Act quickly on feedback from detractors to solve their issues and prevent churn.

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