Feature Spotlight: Linking NPS Feedback to Real Users with Sensaro.ai

September 25, 2025

For SaaS companies, customer feedback is gold—but only if it’s actionable. Traditional NPS tools tell you how many promoters or detractors you have, but they rarely tell you who gave which score. Without that connection, it’s nearly impossible to follow up meaningfully.

That’s why we built a better way. With Sensaro.ai, every NPS response is tied directly to the individual user who left it. You see their name, email address, and your app’s customer ID, along with their score and comments. This turns anonymous feedback into a clear path for action.

Why Linking NPS to Users Matters

Let’s say you get a dozen detractors in your latest NPS survey. You know you need to respond—but who do you contact? If your tool anonymizes responses, you’re left guessing. That means:

  • Delays in following up

  • Generic “one size fits all” fixes instead of targeted action

  • Missed opportunities to prevent churn

By linking feedback to real users, Sensaro removes the guesswork. You know exactly who’s at risk and why, so you can act quickly and personally.

How It Works in Sensaro.ai

When a user answers an in-product NPS survey, Sensaro records:

  • Their score (0–10)

  • Their comment or reason for the score

  • Name and email address

  • Your app’s customer ID (to link feedback to your CRM or billing system)

All of this appears in your Sensaro dashboard. Instead of seeing “12 detractors this week,” you see exactly which 12 customers they are, why they’re unhappy, and how to reach them.

Benefits for SaaS Teams

Customer Success

When a detractor appears, your team can reach out by email or phone right away. Armed with their name, email, and account ID, customer success managers can personalize outreach and resolve issues before renewal time.

Product Management

By linking feedback to specific accounts, product teams can see which customer segments request certain features or encounter specific frustrations. That makes roadmap decisions clearer and data-driven.

Support

If feedback relates to unresolved support tickets, the customer ID makes it easy to connect the dots and close the loop quickly.

Example: Acting on Detractor Feedback

Imagine a customer gives you a score of 3 and writes, “I can’t get the new integration to work.” With Sensaro, you don’t just see that someone is frustrated—you see that it’s Jane Doe from Acme Corp, jane@acmecorp.com, customer ID 10294. Your success manager can contact Jane directly, help resolve the issue, and potentially turn her from a detractor into a promoter.

Why This Reduces Churn

Customer churn happens when dissatisfaction goes unnoticed or unaddressed. By making NPS responses fully identifiable, Sensaro gives you the power to intervene before it’s too late. Instead of reacting after a cancellation, you act proactively when frustration first appears.

For SaaS companies, this means:

  • Lower churn rates

  • Higher renewal and expansion revenue

  • More promoters and referrals

Conclusion

NPS is a valuable metric, but only if you can take action on the results. With Sensaro.ai’s ability to link each response to a real user, you can finally close the loop at the individual level. That means faster follow-ups, more personal interactions, and fewer customers slipping away unnoticed.

Want to see who’s behind every NPS score? Sensaro — the easiest way for SaaS teams to collect NPS feedback, identify detractors, and turn customer insights into growth.