Unhappy customers don't always shout. They just leave. NPS helps you catch silent frustration before it becomes churn, so you can fix friction fast and keep trust strong.
96% of unhappy customers never complain directly. They just quietly switch to competitors. But they'll tell 9-10 people about their bad experience.
These customers are at risk. They're not just dissatisfied—they're actively unlikely to recommend you. Many won't voice complaints, but they'll score you low and explain why in the comment box.
"The software works, but the interface is confusing and customer support takes forever to respond. Looking for alternatives."
Don't let the name fool you. "Passive" customers are neutral at best. They're satisfied enough not to leave immediately, but they're not loyal. One bad experience or better competitor offer, and they're gone.
"It's okay. Does what I need it to do. Nothing special though. Would consider switching if something better came along."
NPS acts like a smoke detector for customer satisfaction. A sudden drop in scores, an increase in detractors, or specific complaints appearing multiple times—these are early warnings that something needs attention.
"Love the features, but the app crashes constantly on mobile. It's becoming unusable for our field team."
"Support takes 3-4 days to respond. By then, I've already figured it out myself or given up. Very frustrating."
"The tool works but the pricing is confusing. I never know what I'll be charged. Makes it hard to budget and bill clients."
"Integration was painful. Took our dev team 2 weeks when you said it would take 1 day. Documentation is incomplete."
Watch for score drops, increasing detractors, or recurring complaint themes. Your dashboard shows these patterns instantly.
Get notified when scores drop below thresholds or when specific issues are mentioned multiple times.
Reach out to detractors directly, fix systemic issues quickly, and show customers you're listening.
Start your early warning system today. Catch customer frustration before it becomes churn. Fix problems while they're still small and manageable.
Set up in 60 seconds • Catch problems immediately • No monthly fees