Why Your Best Customers Have the Lowest Net Promoter Score

Lucas and Luna unpack a counterintuitive finding: the customers who love your product most often give mediocre NPS scores. They walk through the behavioral economics behind the 'loyalty tax' — why high-engagement users are harder to survey, why they anchor on recent interactions rather than overall sentiment, and how one B2B SaaS company discovered that its so-called 'passive' cohort actually had the highest lifetime value. The episode draws on a 2025 retention study of 14,000 subscription customers and a real example of a company that stopped chasing 9s and 10s and instead redesigned its survey trigger around behavioral milestones. If your retention team is optimizing for a perfect NPS score, this might be the metric you should rethink. #NetPromoterScore #CustomerRetention #LoyaltyTax #BehavioralEconomics #SurveyBias #CustomerLifetimeValue #B2BSaaS #ChurnAnalysis #RetentionStrategy #CustomerExperience #MarketingPodcast #FexingoBusiness #BusinessPodcast #LucasAndLuna #NPSMistake #PassiveCustomers #LoyaltyParadox #SurveyDesign Keep every episode free: buymeacoffee.com/fexingo