We've run NPS and customer satisfaction surveys for years and they always come back fine (mostly 8s and 9s with a few kind words). But our churn never matched how happy those numbers said everyone was, so at some point i took a big batch of our real sales and support call transcripts, pulled them into one place, and fed the lot into ChatGPT with one ask… To tell me what our customers really think of us in their own words, with the diplomacy stripped out. And it was rougher than any survey ...