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 team pivoted. They deprioritized a “nice to have” analytics dashboard and built dark mode in 3 weeks. nps tales
A user named Marcus gave a 9 with the comment: “Love the calories tracker. Dark mode, please.” After launch, NPS for evening users jumped from 65 to 78
Welcome to — a look into the real-life feedback loops that turned detractors into promoters and skeptics into loyalists. Tale #1: The 6 Who Meant 0 The Setup: A mid-sized SaaS company, “CloudKeep,” had an NPS of 32. Respectable, but not great. They focused all their energy on the 9s and 10s (the Promoters) and the 0-6s (the Detractors). They ignored the 7s and 8s (the Passives). They deprioritized a “nice to have” analytics dashboard