This is where internal tools and documentation come into play. If you’re constantly having to ask for information or favors from your development team, chances are you need to build something, fix something, or write some docs.
In my opinion, it might be easier to change a detractor into a promoter than a passive into one. Why? Because they’re passionate (albeit in a negative direction). Passives probably just don’t care enough to have a strong opinion – in either direction.
How many people will this affect? Does this help 25% of our customers? 75%? Or just 3%? Or less? It’s not just the raw number that matters. Sometimes that 3% could be 30% of your business, so make sure you know what the numbers mean.