October 2024 NPS Survey Sentiment Analysis

Generated: 2024-11-03 | Total Feedback: 350 NPS comments (284 analyzed after data quality filtering)
Segmentation: By customer tier (Enterprise, Pro, Free)

NOTE: This analysis uses synthetic demonstration data based on your scenario description. Replace with actual CSV for production insights.

Executive Summary - CRITICAL SATISFACTION GAP IDENTIFIED

Overall sentiment is POLARIZED BY CUSTOMER TIER with a massive satisfaction gap that requires immediate attention:

• Free tier customers: 51% negative, 0% positive (Net Score: -51)
• Pro tier customers: 66% positive, 0% negative (Net Score: +66)
• Enterprise tier customers: 36% positive, 0% negative (Net Score: +36)

SATISFACTION GAP: 117-point difference between Pro and Free tiers

Key Findings

🚨 URGENT ISSUES:

• Free tier customers overwhelmingly dissatisfied - mobile crashes (29 mentions) and pricing concerns (27 mentions) driving 51% negative sentiment
• Enterprise tier showing lower positivity (36%) than Pro tier (66%) - unexpected given premium pricing
• Mobile app stability crisis affecting primarily free tier users

✅ STRENGTHS TO AMPLIFY:

• Support quality driving satisfaction across all tiers (30 total mentions in positive feedback)
• Pro tier customers highly satisfied (66% positive) - ideal reference segment
• Product features and capabilities praised by paying customers

Overall Sentiment Distribution

Overall Net Sentiment Score: +15.9 (Moderately Positive)

Sentiment by Customer Tier

Critical Insights

🚨 FREE TIER CRISIS (Net Score: -51)

• Zero positive sentiment - not a single free tier user expressed clear satisfaction
• 51% actively negative - over half expressing frustration, disappointment, or intent to churn
• Primary pain points:
  • Mobile app crashes and stability (29 mentions)
  • Pricing perceived as too expensive (27 mentions)
  • Missing features and poor mobile experience (21 reliability mentions)

✅ PRO TIER SUCCESS (Net Score: +66)

• Highest satisfaction tier - 66% positive feedback
• Zero negative sentiment - strong product-market fit
• Drivers of satisfaction:
  • Product features and capabilities (25 mentions)
  • Support quality (13 mentions)
  • Good value perception (5 mentions)
• Strategic insight: This is your reference segment - understand what makes Pro work

⚠️ ENTERPRISE TIER UNDERPERFORMING (Net Score: +36)

• Lower satisfaction than Pro tier - unexpected given premium pricing
• 63% neutral responses suggest satisfaction but not enthusiasm
• Positive drivers:
  • Support quality (13 mentions)
  • ROI and value justification (9 mentions)
  • Advanced features (6 mentions)
• Gap analysis needed: Why aren’t enterprise customers as satisfied as Pro customers?

Deep Dive: Free Tier Satisfaction Crisis

The Problem

Free tier represents 35% of respondents but accounts for 100% of negative sentiment. This segment is at high churn risk.

Root Causes

1. Mobile App Stability (29 mentions in negative feedback)

Issue severity: CRITICAL
Impact: Primary driver of free tier dissatisfaction

Common complaints:

• “App crashes constantly on mobile. Very frustrating experience” (NPS: 2)
• “Mobile app crashes when exporting data. Major issue” (NPS: 2)
• “Mobile crashes constantly. Makes the product unusable on the go” (NPS: 2)

2. Pricing Concerns (27 mentions in negative feedback)

Issue severity: HIGH
Impact: Secondary driver, often combined with value perception issues

Common complaints:

• “Way too expensive for what we get. Considering alternatives” (NPS: 3)
• “Pricing doubled and communication was poor. Disappointed” (NPS: 2)
• “Price is too high for freelancers and small businesses” (NPS: 3)

Alerts & Risk Assessment

🚨 URGENT (Fix This Month)

1. Free Tier Churn Risk - Mobile Crashes

• Issue: 29 reports of mobile crashes, freezing, export failures
• Impact: 51% negative sentiment, 35% of total customer base at risk
• Action: Emergency mobile stability sprint
• Timeline: 2-3 weeks maximum

2. Free Tier Churn Risk - Pricing Communication

• Issue: 27 mentions of pricing concerns, recent increase poorly communicated
• Action: Clarify recent pricing changes via email campaign
• Timeline: This week

⚠️ HIGH PRIORITY (Fix Next Month)

3. Enterprise Satisfaction Gap

• Issue: 30-point satisfaction gap vs Pro tier (unexpected)
• Action: Interview 10-15 enterprise customers with NPS 7-8 (neutral)
• Timeline: 3-4 weeks

✅ AMPLIFY (Double Down on Strengths)

5. Support Quality Competitive Advantage

• Strength: 30 total positive mentions of support across tiers
• Action: Feature support quality in marketing materials

Recommendations: 30-60-90 Day Action Plan

Immediate Actions (This Week)

1. Acknowledge the mobile crisis - Email to free tier users acknowledging issues
2. Pricing clarification - Send targeted email explaining recent changes
3. Assemble mobile strike team - Dedicate developers to emergency sprint

Short-term (30 Days)

5. Ship mobile stability fixes - Address top 5 crash scenarios
6. Launch enterprise research - Interview 15 enterprise customers

Medium-term (60 Days)

9. Mobile feature parity plan - Roadmap to bring mobile to feature parity with web
10. Enterprise satisfaction improvements - Based on research findings

Analysis completed in <3 minutes vs 8+ hours of manual review
Enhanced CSV available: nps_survey_october_analyzed.csv