Why Passives Matter to Your Bottom Line

Welcome to another episode of Survey Says! Today our episode is focused on passives - and no, we’re not here to talk about BEING passive aggressive (although I’m sure I could find the connection if I really tried), but rather, passives in a survey response. It can be easy to focus the majority of your energy on your Promoters and Detractors. After all, they’re the cohort of your clients who are most likely to spend time talking about you (the good and the not so good), reviewing you, and referring you in the case of a Promoter. While your Passives are presumably “satisfied”, they shouldn’t be discounted altogether. They may not outright refer your company to others, but they’re also not exclusively loyal to your company. They’re more in a “meh” stage on how they feel about working with you, which isn’t necessarily great. In this episode, we will address 4 reasons why passives matter! 

1. Passives behave more similarly to detractors 
2. We can learn the most from passives 
3. There is a large financial impact when dealing with passives 
4. Always follow up with passives responses 

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