Honestly haven't seen a clear answer till now. We had tried multiple ways to link high satisfaction scores with purchase behavior - correlation/regression of NPS with frequency/value of purchase.
At least in myntra case, the detractors turned out to be much more valuable than the entire universe, we put it down to customers who love us enough to hate us!
At least in myntra case, the detractors turned out to be much more valuable than the entire universe, we put it down to customers who love us enough to hate us!