Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Your NPS Score Lies to You
Episode 122 of Customer Journey with Fexingo digs into a silent distortion in Net Promoter Score surveys: the timing bias that makes your best customers look like detractors and your detractors look like promoters. Lucas and Luna walk through a real example from a mid-market SaaS company that discovered its NPS was inflated by 15 points simply because the survey hit right after a positive support interaction, while the most loyal users—who rarely contact support—were under-sampled. They discuss why placing a single survey at a fixed touchpoint creates a false picture of customer sentiment…
The skinny
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