Politely Ignore the 'Not Disappointed'

Counterintuitive but central: Superhuman deliberately threw out feedback from users who would not be disappointed to lose the product. These users are so far from loving you that building what they ask for drags the product toward people who will churn anyway.

The gold sits in the 'somewhat disappointed' group, and only part of it. Vohra filtered for somewhat-disappointed users whose main benefit matched what the lovers valued, which for Superhuman was speed. Those users are one fix away from tipping into love.

Somewhat-disappointed users who valued something else entirely got set aside too. Chasing them would mean becoming a different product.