QUANTITATIVE VALIDATION
NPS + JOURNEY MAPPING, ONE MAP PER PROFILE

Satisfaction never crashed. It eroded, one workaround at a time

Every interview closed with an NPS survey, and each score was anchored to the moment in the journey it referred to. Plotted per profile, the curve showed what the interviews had described only in fragments: sessions that start with ordinary expectations and end in accumulated frustration, absorbed by workarounds.

No measurement existed before this. Ten years of operation and the first survey of user sentiment was the one run inside this study, which is exactly why the erosion had never appeared in a report.
NPS by user profile
A · High-volume holdings−15
Fully API-integrated. Least exposed to the interface, most exposed to processing time.
B · Mid-size transport−34
UI and API both in use, so both failures land on the same team.
C · Independent operators−52
Dependent on the web app alone. No API to escape into, and the least room to absorb a delay.
PromotersPassivesDetractors
Aggregate
25+ participants−33
A detractor-heavy base with no churn and no support volume. Dissatisfaction had stopped travelling, which is the condition that makes a problem invisible.
Satisfaction across the journey · 0 to 10, plotted per profile Profile A Profile B Profile C
107.552.50
Touchpoint 01Session start
02 · Finding 1Log in and navigate the UI
03Locate contract and driver data
04 · Finding 2Issue a payment during the day
05 · Hidden problemBatch at 8pm, wait overnight06 · payment clears next morning
The workaround that absorbed each dip, and kept it off RoadCard's dashboards
Touchpoint 02 · migrate to the API
The interface stopped being used rather than being reported as broken.
"We just integrated. It was easier than fighting the screens."
Touchpoint 04 · route to a competitor
Urgent daytime volume moved elsewhere, so the frustration never became a ticket.
"During the day I use the other one. It costs more, but the driver is waiting."
Touchpoint 05 · batch overnight
The ten-hour delay was planned around instead of complained about.
"Because the payments take all night to process anyway."
NPS collected at the end of each of the 25+ sessions · one journey map per profile · score values illustrative of the survey output Every dip was masked by a workaround, which is why RoadCard's metrics never saw it