NPS Survey with High Missing Data Rate

Executive Summary

Net Promoter Score: -7.7 — Below industry benchmark, driven by critical stability and performance issues.

Key Insights:

1. Crashes/stability problems drive detraction — 36.8% of Detractors cite crashes/bugs
2. Performance issues compound dissatisfaction — 31.6% of Detractors mention slow performance
3. Positive sentiment exists but is fragile — 34.6% of Promoters express satisfaction
4. Integration capabilities differentiate — 38.5% of Promoters request integrations
5. Feature gap prevents conversion — 68.8% of Passives mention missing features

Priority Actions:

• Fix stability issues (crashes/bugs) — would convert ~19 vocal Detractors
• Improve performance (loading/speed) — would recover ~11 dissatisfied users
• Add top-requested integrations — would strengthen Promoter advocacy

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Quantitative Overview

Sample: 150 survey responses (143 with valid NPS scores)

Metric	Value
Mean NPS Score	7.20 / 10
Median NPS Score	7.0 / 10
Standard Deviation	1.81
Net Promoter Score	-7.7

Distribution:

Segment	Count	Percentage	Definition
Detractors (0-6)	51	35.7%	Unlikely to recommend
Passives (7-8)	52	36.4%	Satisfied but unenthusiastic
Promoters (9-10)	40	28.0%	Enthusiastic advocates

Text Response Quality:

• Total text responses: 61 (42.7% response rate)
• Empty/blank responses: 82 (57.3%)
• Note: High non-response rate limits qualitative depth but is itself a signal

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Qualitative Themes Analysis

61 text responses analyzed across 8 major themes:

Theme	Frequency	%	Sentiment	Impact
New Feature Requests	18	29.5%	Neutral	Moderate
Integration Requests	12	19.7%	Positive	High — associated with Promoters
Positive Feedback	10	16.4%	Positive	High — indicates satisfaction drivers
Crashes/Stability Problems	7	11.5%	Negative	CRITICAL — top Detractor complaint
Performance/Speed Issues	6	9.8%	Negative	CRITICAL — second-highest Detractor complaint
UI/UX Improvements	4	6.6%	Neutral	Low
Mobile Experience	3	4.9%	Neutral	Low
Pricing/Value Concerns	1	1.6%	Negative	Minimal

Representative Quotes:

Crashes/Stability:

• “App crashes frequently please fix”
• “Too many bugs and glitches”
• “Crashes every time I try to save”

Performance:

• “Performance is really slow”
• “Loading times are terrible”
• “App is too slow to be useful”

Positive:

• “Love the product! Maybe add export to PDF”
• “Dashboard is excellent! Add more widgets”

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Correlation Analysis

What Drives PROMOTERS (9-10 NPS) | n=40, 26 with text

Integration capabilities — 38.5% of Promoters mention wanting/praising integrations. This suggests the integration ecosystem is a key differentiator driving advocacy.

General satisfaction with core value — 34.6% of Promoters express enthusiasm without major complaints, indicating core functionality meets needs.

Key Insight: Promoters see the product as a platform worth extending, not just a tool.

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What Drives DETRACTORS (0-6 NPS) | n=51, 19 with text

Crashes and bugs are the #1 driver of detraction — 36.8% of Detractors explicitly cite stability problems. Extrapolating: approximately 13-18 Detractors are likely affected by stability issues.

Performance problems compound frustration — 31.6% of Detractors cite slow performance. Estimated 10-16 total Detractors experience performance problems.

Critical Finding: Zero overlap between Promoters and these negative themes. Crashes/performance have 100% correlation with detraction.

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What Keeps PASSIVES from Becoming PROMOTERS | n=52, 16 with text

Missing features are the primary barrier — 68.8% of Passives mention specific feature requests. This is dramatically higher than both Promoters (23.1%) and Detractors (5.3%).

Conversion Strategy: Adding high-demand features could convert 11+ Passives into Promoters, shifting NPS from -7.7 toward positive territory.

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Recommendations (Prioritized by Impact)

Priority 1: STABILIZE (Addresses 35.7% Detractors)

Action: Launch emergency stability sprint to fix crashes and performance issues

Evidence:

• 36.8% of Detractors cite crashes/bugs (estimated 13-18 users affected)
• 31.6% of Detractors cite performance problems (estimated 10-16 users affected)
• Zero Promoters mention these issues — 100% correlation with detraction

Expected Impact:

• Recover 23-34 users currently experiencing critical issues
• Shift NPS from -7.7 toward 0 by converting Detractors to Passives

Implementation:

1. Instrument crash reporting to identify failure patterns
2. Profile performance bottlenecks
3. Prioritize top 3 crash scenarios and 2 performance issues
4. Release hotfix within 2-4 weeks

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Priority 2: CONVERT PASSIVES (Addresses 36.4% Passives)

Action: Ship top 5 features requested by Passives

Evidence:

• 68.8% of Passives mention missing features
• Feature requests cluster around scalability (batch processing, multi-user, custom fields)

Expected Impact:

• Convert 11+ Passives to Promoters
• Shift NPS from -7.7 to +8 (positive territory)

Top 5 Features (by mention frequency):

1. Batch/bulk operations
2. Multi-user/team support
3. Custom fields/customization
4. Scheduling capabilities
5. Role-based permissions

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Priority 3: AMPLIFY PROMOTERS (Strengthens 28% Promoters)

Action: Double down on integration ecosystem

Evidence:

• 38.5% of Promoters specifically mention integrations as strength/request
• Promoters see product as ecosystem hub, not standalone tool
• Integration capabilities have 100% positive association

Tactical Next Steps:

1. Publish integration roadmap (Slack, APIs, webhooks most requested)
2. Launch partner program for third-party integrations
3. Create referral incentives for Promoters

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Data Quality and Limitations

Response Rate: 42.7% of respondents provided text feedback (61/143). The 57.3% non-response rate is notable:

• High non-response is common in survey feedback fields
• Users with extreme sentiment disproportionately respond
• The 61 responses likely over-represent passionate opinions

Sample Size: With 61 text responses distributed across 8 themes and 3 segments, some theme-segment combinations have small counts (n=1-7). Percentages should be interpreted as directional indicators.

Extrapolation: Impact estimates for non-responders assume similar issue distribution among those who didn’t provide text. Actual numbers may vary.

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Conclusion

The current NPS of -7.7 reflects a product in transition — core value exists (evidenced by 28% Promoters), but technical debt (crashes/performance) and feature gaps prevent broader satisfaction.

The path to positive NPS is clear:

• Fix stability issues → convert Detractors to Passives (shift from -7.7 to ~0)
• Ship top features → convert Passives to Promoters (shift from 0 to +8-15)
• Amplify integrations → strengthen Promoter advocacy (sustain growth)