One of the most common NPS detractor scenarios is feedback that is all about a local issue: configuration, security or other local choices the vendor has no control over. I have seen things like "won't allow me to edit" (the admin limited this user) or "where is the full menu?" (at some point the view was limited) or worse, "slow" or "we are forced to use you, and hate it" and of course these all come with low scores that I hate having to include i our totals. Most often these are users, not administrators. (n my previous experience we never surveyed users, only administrators and did not have this problem.)
How do you handle it? Or what advice do you have? I would love to hear it. Our administrator NPS is always much higher than our user survey scores.
