The satisfaction score is 8.7. The person who signs the renewal never answered the survey.

High satisfaction scores and sudden cancellations are not a contradiction: they are usually a sign the wrong population is being measured.

By Steve 4 min read
Abstract bridge artwork for The satisfaction score is 8.7. The person who signs the renewal never answered the survey.

An account cancels. The survey history is intact: scores in the high eights, unprompted praise in the free-text comments, an internal champion who genuinely rates the work. The post-mortem finds nothing to fix, so the conclusion becomes “budget” or “new management”: the two explanations that require no change to anything. The failure is rarely in the score. It is in who produced it. Satisfaction data almost always comes from the people who use the service. Renewal decisions are made, or at least ratified, by people who don’t. Those two groups…

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