The product team had a roadmap planned for the next 8 months. Dark mode was not on it. It seemed cosmetic. But they noticed that in one week, mentioned “dark mode” in their open-ended feedback. Not one mentioned the new social sharing feature they had just spent 200 hours building.
One year later, the same David checked in. He wrote a new NPS: 10 . “I can run my business from your lobby. I brought three colleagues this week.” NPS rose to 54. nps tales
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 product team had a roadmap planned for the next 8 months
Six months later, Sarah gave a 10 . Her comment: “You listened. You fixed it. I just signed a 3-year extension.” But they noticed that in one week, mentioned