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A Passive is just a Detractor who hasn’t left yet. Never ignore the silent 6. Tale #2: The Two-Word Review That Launched a Feature The Setup: A consumer app, “FitTrack,” had a mobile NPS of 65. Great score. But the qualitative comments told a different story.
The voice of the customer doesn’t need a business case. Sometimes, the smallest requests unlock the biggest loyalty. Tale #3: The 0 That Saved the Company The Setup: A boutique hotel chain, “Harbor Inn,” had an NPS of 12. Terrible. Leadership blamed “picky guests.” nps tales
CloudKeep built a “Critical Issue Bot” that flagged any ticket older than 72 hours. They gave billing agents the authority to refund instantly without manager approval. A Passive is just a Detractor who hasn’t left yet
This website may contain nudity and sexuality, and is intended for a mature audience.
You must be 18 or older to enter.