--- title: Using NPS to Build Smarter Campaigns description: Turn customer feedback into smarter marketing. Explore campaign ideas for Promoters, Passives, and Detractors using NPS filters and customer behavior to reach the right customers with the right message. --- [Skip to content](https://help.steercrm.com/knowledge/how-to-manage-and-use-nps-surveys-0#main-content) English Show submenu for translations [![Steer\_AutoOps\_Brand\_Marks-all-white](https://help.steercrm.com/hs-fs/hubfs/Steer_AutoOps_Brand_Marks-all-white.png?width=100&height=34&name=Steer_AutoOps_Brand_Marks-all-white.png)](https://help.steercrm.com/knowledge?hsLang=en) - Events & Webinars Show submenu for Events & Webinars - [2026 July Town Hall](https://steer.io/events/july-town-hall-2026) - [All Recorded Events](https://steer.io/events) - Campaign Templates Show submenu for Campaign Templates - [Email Templates](https://steer.io/email-templates) - [Post Card Templates](https://steer.io/direct-mail-postcards) - [Letter Templates](https://steer.io/direct-mail-letters) - Video Tutorials Show submenu for Video Tutorials - AutoOps Tutorials - Steer Tutorials - Steer Phones Tutorials - Login Show submenu for Login - [AutoOps Dashboard](https://dashboard.autoops.com) - [Steer Dashboard](https://app.steercrm.com) - [Steer Phones Dashboard](https://phones.steerphones.com) Open main navigation Close main navigation - Events & Webinars Show submenu for Events & Webinars - [2026 July Town Hall](https://steer.io/events/july-town-hall-2026) - [All Recorded Events](https://steer.io/events) - Campaign Templates Show submenu for Campaign Templates - [Email Templates](https://steer.io/email-templates) - [Post Card Templates](https://steer.io/direct-mail-postcards) - [Letter Templates](https://steer.io/direct-mail-letters) - Video Tutorials Show submenu for Video Tutorials - AutoOps Tutorials - Steer Tutorials - Steer Phones Tutorials - Login Show submenu for Login - [AutoOps Dashboard](https://dashboard.autoops.com) - [Steer Dashboard](https://app.steercrm.com) - [Steer Phones Dashboard](https://phones.steerphones.com) - English Show submenu for translations - [Support](mailto:help@steer.io) [Support](mailto:help@steer.io) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.steercrm.com/knowledge?hsLang=en) 2. [Marketing](https://help.steercrm.com/knowledge/marketing?hsLang=en) 3. [Outreach Campaigns](https://help.steercrm.com/knowledge/marketing?hsLang=en#outreach-campaigns) October 12, 2026 # Using NPS to Build Smarter Campaigns ## Learn how to combine NPS scores with customer data in Steer to build targeted campaigns, strengthen customer relationships, and encourage repeat visits. Your customers aren't all at the same point in their relationship with your shop. Some visit regularly, others are overdue for service, and some haven't returned in months. [Your NPS surveys](https://help.steercrm.com/knowledge/how-to-manage-and-use-nps-surveys?hsLang=en) help identify customer sentiment, and NPS filters help you create targeted outreach towards them. By combining NPS Score Band with customer behavior filters in Steer, you can create targeted campaigns based on how customers feel about your shop and where they are in their customer journey. **Jump to:** [Promoter customer segments](https://help.steercrm.com/knowledge/how-to-manage-and-use-nps-surveys-0#promoter-customer-segments) [Passive customer segments](https://help.steercrm.com/knowledge/how-to-manage-and-use-nps-surveys-0#passive-customer-segments) [Detractor customer segments](https://help.steercrm.com/knowledge/how-to-manage-and-use-nps-surveys-0#detractor-customer-segments) ### Promoter customer segments Promoters (scores 9–10) are your biggest advocates. Focus on maintaining their loyalty, encouraging repeat visits, and reconnecting when they've been away. | Combine NPS with | Marketing opportunity | Suggested outreach | | --- | --- | --- | | Recent Visit | Strengthen an active relationship | Thank-you or referral campaign | | Days Since Last Visit: 90+ | Encourage a return visit | Maintenance or seasonal service reminder | | Days Since Last Visit: 180+ | Win back a previously happy customer | Personalized win-back offer | | Lifetime Visits: 3+ | Reward loyal customers | Loyalty appreciation or exclusive offer | | Days Between Last Two Visits: 180+ and Recent Visit | Keep reengaged customers returning | Welcome-back or next-service reminder | --- ### Passive customer segments Passives (scores 7–8) may be satisfied but aren't enthusiastic advocates yet. Focus on building stronger relationships and demonstrating your shop's value. | Combine NPS with | Marketing opportunity | Suggested outreach | | --- | --- | --- | | Recent Visit | Strengthen the relationship | Thank-you or service follow-up | | Days Since Last Visit: 90+ | Encourage another visit | Relevant maintenance reminder | | Days Since Last Visit: 180+ | Win back an inactive customer | Targeted service offer | | Deferred Services: 1+ | Provide a useful reason to return | Deferred service reminder | | Days Between Last Two Visits: 180+ and Recent Visit | Reinforce a positive return experience | Welcome-back or next-service reminder | --- ### Detractor customer segments Detractors (scores 0–6) have expressed dissatisfaction with their experience. Prioritize understanding their concerns and rebuilding the relationship before including them in standard promotional outreach. | Combine NPS with | Marketing opportunity | Suggested outreach | | --- | --- | --- | | Recent Visit | Address a recent negative experience | Personal follow-up from the shop | | Days Since Last Visit: 90+ | Reconnect after dissatisfaction | Personalized check-in rather than a generic promotion | | Days Since Last Visit: 180+ | Explore an opportunity to win back their business | Relationship-focused outreach after concerns are addressed | | Upcoming Appointment | Prepare for an improved experience | Internal follow-up before their visit | | Days Between Last Two Visits: 180+ and Recent Visit | Understand whether their experience has improved | Personal check-in or new NPS survey |   --- **Please reach out to Customer Support if you have any questions.** - [Email](mailto:help@steer.io) - or chat with our team via the Steer platform. - [Booking](https://help.steercrm.com/knowledge/booking?hsLang=en#main-content) - 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