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
Harbor Inn hired a network engineer. They discovered the routers were misconfigured for the number of guests. They replaced the entire system for $8,000. A Passive is just a Detractor who hasn’t left yet