The satisfaction score went up. The people who’d have dragged it down have left.

A customer feedback number can rise for the worst possible reason, and nothing in the number itself will tell you which reason applies.

By Steve 4 min read
Abstract bridge artwork for The satisfaction score went up. The people who’d have dragged it down have left.

A quarterly satisfaction score moves from 7.9 to 8.3. The commentary writes itself: service improvements are landing, the account team is closer to clients, the investment in onboarding is paying off. Then someone puts the churn figure on the next slide and it hasn’t moved. Or it’s worse. Both numbers can be right. A satisfaction score measures the customers who are still there and chose to answer. Both of those filters select for satisfaction. When unhappy customers leave, the average of those remaining rises, without a single person becoming happier.…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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