Case Study
Enterprise NPS Turnaround
Repaired trust with key Enterprise accounts resulting in an increase in NPS from a -14 to a +40 within an 18 month development period.
Key enterprise accounts were at risk of churn due to product instability and a perception that their needs were not being met. The Net Promoter Score (NPS) from this segment was a concerning -14.
I established a dedicated feedback loop with these enterprise clients, including quarterly business reviews and a beta program for new features. I translated their specific pain points into actionable user stories and prioritized them on the roadmap, ensuring visibility and cross-functional alignment on delivering these solutions.
Over an 18-month period, consistent delivery on our promises and a clear commitment to their success rebuilt trust. The NPS score from this segment climbed from -14 to +40, churn risk was eliminated, and two of the accounts expanded their contracts.