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.

The product team had a roadmap planned for the next 8 months. Dark mode was not on it. It seemed cosmetic. But they noticed that in one week, mentioned “dark mode” in their open-ended feedback. Not one mentioned the new social sharing feature they had just spent 200 hours building. nps tales

Six months later, Sarah gave a 10 . Her comment: “You listened. You fixed it. I just signed a 3-year extension.” After launch, NPS for evening users jumped from 65 to 78

The voice of the customer doesn’t need a business case. Sometimes, the smallest requests unlock the biggest loyalty. Tale #3: The 0 That Saved the Company The Setup: A boutique hotel chain, “Harbor Inn,” had an NPS of 12. Terrible. Leadership blamed “picky guests.” Dark mode was not on it