Just because your metrics don’t show the customer has abandoned doesn’t mean she doesn’t hate your guts. I’m not terribly fond of LegalZoom and have a fleeting feeling their agents are pushing only their most profitable products. That said, I’m unwilling to shop around for a number of reasons-
1. I already have an account and transaction history with the company.
2. How can I be sure the next company would be any different?
At the data level, I can be easily bucketed under a valuable customer segment. LegalZoom can choose to ignore the ‘signs’ because from a profitability standpoint my disappointment has no material impact. But does this mean I’m a happy customer with a high NPS score?
Related post: Defection Latency