Been tracking NPS for months and getting decent scores but churn is still high.
Starting to wonder if people just give safe answers in those surveys. Like maybe they rate us 7 or 8 but actually have real problems they won’t mention.
Anyone else notice their NPS doesn’t match actual user behavior?
Your NPS might be fine but the survey timing could be wrong.
I see this a lot where apps ask for ratings right after onboarding when people are still optimistic. The real test comes weeks later when they hit actual problems.
Try asking NPS questions after specific actions instead of random popups. Like after they complete their third order or use a key feature.
Also check if your survey is too generic. Sometimes people rate the concept of your app but hate the execution.
NPS catches the obvious stuff but misses the daily friction that kills retention. People will rate you decent overall but still quit because of small annoying things they don’t think to mention in surveys. Track behavior instead. Look at where users actually drop off in your app. Check support tickets for complaints that repeat. Watch session recordings if you can. The real problems show up in what people do, not what they say in a 10 second survey.