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.
The team pivoted. They deprioritized a “nice to have” analytics dashboard and built dark mode in 3 weeks.
The team almost ignored it. “It’s a 6,” they said. “Not a crisis.”
But the Head of CX dug deeper. They called Sarah. It turned out that 6 wasn't a "satisfied." It was a "I’m too polite to give a 0, but I’m already looking at competitors."
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.
The team pivoted. They deprioritized a “nice to have” analytics dashboard and built dark mode in 3 weeks. nps tales
The team almost ignored it. “It’s a 6,” they said. “Not a crisis.” The general manager was furious
But the Head of CX dug deeper. They called Sarah. It turned out that 6 wasn't a "satisfied." It was a "I’m too polite to give a 0, but I’m already looking at competitors." but I’m already looking at competitors."