One of the more impactful lessons I learnt from “The Power of Moments” by the Heath brothers was that we often look at NPS scores/user feedback all wrong.
Most folks spend disproportionate time dealing with those who grade us 1/10 or 2/10 when our efforts would be best spent on those who give us 5/10 or 6/10. The former hate us. For the same amount of effort we’d expend to convert them, we’d have significantly more success with the latter who are on the cusp.
It is an approach that is applicable well beyond customer service.
There is often little to be gained from the 1/10 review.
