Case Study: Grasshopper achieves a 25% conversion of NPS passives into promoters and stronger customer relationships with Influitive

4 Simple Steps to Boost NPS and Strengthen Customer Relationships

Grasshopper, a virtual phone-system company, faced the common challenge of having plenty of Net Promoter Score (NPS) data but little action: after adoption of NPS following its Citrix acquisition, the team found a roughly 3:1 ratio of passives to promoters and wanted to move beyond using NPS as a barometer to actively improve customer sentiment. Their goal was to engage customers who weren’t yet evangelists and convert passives into promoters.

They executed four simple steps: establish a baseline (in‑app Wootric surveys and Qualtrics email follow-ups with ~20–25% response rates), set a target to convert 25% of passives who joined their Influitive AdvocateHub, research passive motivations, and build deeper relationships through personalized onboarding, tailored challenges, direct messages, and offline touchpoints (swag, gift card, handwritten note). Two months after joining the Hub and a follow-up re-score, they converted 25% of participating passives into promoters and built a small, vocal community of loyal customers.

Grasshopper

Mary Mallard

Social Media & Community Specialist