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 general manager was furious. But instead of deleting the comment, she tracked David down on LinkedIn and apologized personally. She asked for a 15-minute call. nps tales
After launch, NPS for evening users jumped from 65 to 78. App store reviews flooded in praising “the best dark mode in any fitness app.” Marcus upgraded to the paid plan. A Passive is just a Detractor who hasn’t left yet
The team almost ignored it. “It’s a 6,” they said. “Not a crisis.” ” they said. “Not a crisis.”