[lbotos]

I work in Support and have for almost 10 years now. In NPS theory, you wanna focus first on the 8s, as they are closest to a promoter (9) and then work your way down. Usually the 8s have easier fixes than the 0s as well.

You can choose to go down and focus on the 0s too, but they help to often spot bigger pain points that could shape the product.

Again, the thing to remember with any number is we optimize for what we measure. NPS can be helpful but you need to have the NPS feedback machine running smooth or else you are going to spend your time building/running that vs. actually doing your thing.