When we started measuring NPS on a new client, the numbers were in the red and the 52 enterprise accounts across 7 countries showed signs of silent churn.
What we did was simple in concept but intense in execution: identify the friction points in each stage of the customer journey, engage the client directly to understand the problem from their perspective, and define a stabilization and improvement plan for their operational flows.
That combination — precise diagnosis, client proximity, and a measurable action plan— allowed us to turn the metric around in 12 months.
In the SaaS world, a KPI like NPS is not just a number for the board: it's a customer's real feeling about how much trust they have in your brand and product. If you don't act, monitor, and execute effectively, you're opening the door to silent churn that solidifies long before the customer cancels their contract.
Customers don't leave overnight. First, they stop replying to your emails with the same enthusiasm. Then they reduce their use of key features. Then they postpone renewal. And all of that happens while the financial dashboard still looks good, because the ARR loss takes time to materialize.
Our stabilization plan was built on three pillars:
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How do you turn around a negative NPS in Customer Success?
By combining a precise diagnosis, direct client proximity, and a measurable action plan: identify friction points at each stage of the customer journey, engage the client to understand the problem from their perspective, and define a stabilization path for their operational flows. That's how we took 52 enterprise accounts in 7 countries from a negative NPS to +24 in 12 months, avoiding silent churn.
Written and reviewed by Rogelio Barajas González — certified Lead Auditor ISO 27001:2022 and ISO 9001:2015, with direct experience in SOC 1 Type 2 and SOC 2 Type 2. Founder of Barajas Advisory.
Verify his credentials on LinkedIn:linkedin.com/in/rogelio-barajas-gonzalezLast updated: August 2026
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