Net Promoter and Satisfaction Score Analysis
Analyze NPS or CSAT beyond the headline number.
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Analyze NPS or CSAT beyond the headline number. Survey question and scale: [QUESTION_AND_SCALE]. Responses (scores, segment, date, comment): [PASTE_RESPONSES]. Previous results: [PREVIOUS_RESULTS]. Business context: [CONTEXT]. Take the data through this tree and show the arithmetic: 1. Calculation: for NPS, percent promoters (9 to 10) minus percent detractors (0 to 6); for CSAT, percent selecting the top two answers. Show counts and the sample size. IF n is small THEN warn that one response can swing the score, and give a rough margin of error. 2. Distribution: show the full distribution, not just the score; two groups can have the same NPS and different problems. 3. Segments: compare by customer type, plan, tenure, channel, and region; flag only differences that are large relative to sample size. 4. Trend: compare with the previous period; IF the change is within the margin of error THEN call it stable. 5. Comments: code themes among detractors, passives, and promoters; count them; select representative quotes without personal details. 6. Drivers: relate themes to score differences, noting that association is not cause. 7. Actions: top three fixes, the follow-up with detractors (a closing-the-loop process), and what to test. Include response bias cautions (who answers), timing effects, and a one-page report template. Don't tie individual pay to scores.
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