Your NPS Score May Be Ignoring Your Most Important Customers

Promoters love you. Detractors have a problem. But the sevens and eights in the middle often get left out of the conversation—even though their feedback may tell you exactly what’s keeping them from becoming loyal advocates.In this episode, Brooke Sellas talks with Chris Boivin about why those neutral responses deserve more attention, what the comments behind the score can reveal, and why asking why someone chose a seven or eight may be more useful than simply tracking the number.They also explore how social media sentiment can help fill the gaps between NPS surveys and how AI can help teams identify patterns across the customer feedback they’re already collecting.We Talk About:Why your NPS sevens and eights deserve more attentionWhat the comments behind the score can tell you that the number can’tWhy “neutral” doesn’t mean negative—or unimportantHow social media sentiment can fill the gaps between NPS surveysHow to connect themes across NPS and social feedbackHow AI can help teams identify patterns in customer feedback Keep Going With Social Care WeeklyNPS gives you one snapshot of what customers are thinking. Social care gives you signals every day.If this episode has you thinking differently about the customer insights hiding in your data, subscribe to Social Care Weekly. Each week, Brooke shares one social care story, one tactic you can use in 15 minutes, one piece of data to back it up, and one move to bring to your leadership team.Subscribe to Social Care Weekly → https://bsquared.media/newsletter/Mentioned in This Episode:Chris Boivin on LinkedIn: https://www.linkedin.com/in/chrisboivin/Dovetail: https://dovetail.com/The A Player by Rick Crossland: https://www.amazon.com/dp/1630479926