The NPS score is a reliable indicator of overall customer satisfaction. But the score alone is not enough to understand what do customers actually like or dislike about your company or product.

In this respect, NPS surveys ask an optional open-ended “Why?” question, to help companies collect insightful and actional text feedback. Unfortunately, there are cases when customers ignore the question, and you, as a Customer Success manager or business owner, are left in the dark trying to figure out for yourself what’s the reason behind a bad score. 

In this article, we will help you understand why you are not receiving qualitative text feedback and what you can do about it.