What NPS and CSAT Don't Tell You About Your Customers Online
Marketing spends heavily to win a customer. Whether that customer stays depends on what happens the next time they message you, call you or vent about you online.
When Nendo and Ajua mapped customer complaints and public conversation across Tier 1 and Tier 2 banks through our H2 2025 CX360 work, one contradiction kept surfacing: strong headline performance and rising NPS and CSAT scores, while net sentiment moved in the opposite direction.
Ajua helps us understand what customers say when we ask. Nendo looks at what they say publicly when nobody is asking. Together, those two views reveal the customer-experience blind spots that traditional metrics alone can miss.
On 30 September, Ajua and Nendo are bringing this conversation to life in a complimentary one-hour webinar:
The CX Blind Spot: What NPS and CSAT Don't Tell You About Your Customers Online
In one practical hour, we will:
Unpack live insights from 100,000+ social media customer conversations
Show how untagged and unsolicited conversations can reveal emerging CX and reputation issues
Demonstrate a live AI workflow for CX teams
We'd love to have you and your team in the room.
Best, Team Ajua In partnership with Nendo