Starting at 22% and Not Panicking

In summer 2017 Superhuman surveyed its users and got 22% 'very disappointed'. Barely half the benchmark. Growth had slowed, the team felt pressure to launch anyway, and Vohra admits the number stung.

The important move was what he did next: nothing dramatic. No pivot, no launch, no scrapping the product. A meaningful group already loved Superhuman. The question became who those people were and how to get more of them.

This is the mindset shift of the whole framework. A below-threshold score is not a verdict, it's a baseline. You can't improve a number you refuse to measure.