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, and how to fix it with trigger-based sampling across multiple journey stages. No abstract theory—just a concrete data problem any marketer with a survey tool can fix tomorrow. #NPS #NetPromoterScore #CustomerJourney #CustomerExperience #SurveyBias #CXMetrics #TouchpointMapping #CustomerLoyalty #DataQuality #JourneyAnalytics #VoiceOfCustomer #SaaS #Marketing #CustomerFeedback #SurveyTiming #Bias #FexingoBusiness #BusinessPodcast Keep every episode free: buymeacoffee.com/fexingo