What does inflation do to customer satisfaction?

Everything is getting more and more expensive, and many businesses are raising their prices to cover costs. Understandable — but risky. Because how does that affect your customers? And what does the Net Promoter Score still tell you in a time when every expense is being reconsidered?

At first glance, everything seems fine. Scores remain steady. But look closer, and you’ll see a shift. More and more 7s and 8s are coming in, with or without explanation. And you might already recognize this phrase: “Great service, but it’s become quite expensive.”

That’s not a complaint. But it is a sign of doubt. And doubt is dangerous.

An 8 may seem positive, but in NPS terms it’s a passive. Someone who could switch to a cheaper alternative tomorrow. Not because you did something wrong, but because their calculation has changed.

NPS still matters

That’s why NPS is more important than ever. Not to reassure yourself, but to read between the lines. Open feedback tells you how customers feel. And that allows you to adjust, communicate, and manage expectations more effectively.

Be transparent about why your prices are going up. But more importantly, show what your customers get in return. Not just in products or services, but in attention, quality, and experience. Because that is what makes people stay.

You can’t stop inflation. But you can make sure your business remains worth it. In the eyes of your customers. And you’ll see that reflected in their feedback — if you truly listen and dare to act.