Your satisfaction score is a survey of the survivors

When customer sentiment scores climb while revenue retention flattens, both numbers are usually right, and the reason should worry you.

By Steve 4 min read
Abstract bridge artwork for Your satisfaction score is a survey of the survivors

A pattern worth recognising: the satisfaction score has been drifting upward for six quarters. The board deck shows it. Meanwhile gross revenue retention is flat at best, and the sales team is working harder for the same net growth. Nobody is lying. The two numbers are measuring different populations, and only one of them is measuring the business. The mechanism is survivorship. A satisfaction score is calculated on the customers who are still there to answer. Churn is not noise sitting outside that measurement: it is a filter operating on…

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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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