Basic NPS Survey Analysis

Analyzes a small 45-response NPS survey to identify promoter and detractor drivers, with appropriate confidence caveats for limited sample size and prioritized action recommendations.

Input

What you provide to the skill

Analyze our NPS survey with 45 responses. Score range 0-10 with customer comments included.

Output

What the skill generates for you

NPS Driver Analysis Report

Net Promoter Score Survey Results

Total Responses: 45
Overall NPS: 24
Survey Period: November 2025

Executive Summary

Moderate NPS of 24 indicates room for improvement but solid foundation
Product quality and ease of use drive promoter satisfaction
Detractors primarily concerned with pricing value and missing features
Support responsiveness is a consistent strength across all segments

Primary Concern: Value perception - pricing not aligned with feature set for detractor segment

Primary Strength: Product reliability and user experience design

Score Distribution

Promoters (9-10): 17 responses (38%)
Passives (7-8): 16 responses (36%)
Detractors (0-6): 12 responses (26%)

Distribution suggests opportunity to convert passives and address detractor concerns for significant NPS improvement.

Promoter Drivers

Ease of Use & Intuitive Design

Prevalence: 53% (9 mentions) | Average Score: 9.6

“Super easy to set up and start using. No learning curve at all.”

“The interface just makes sense. Everything is where you’d expect it.”

Action: Highlight ease of use in marketing materials. Create quick start guides to reinforce this strength with new users.

Product Reliability

Prevalence: 47% (8 mentions) | Average Score: 9.5

“It just works. No downtime, no bugs. Exactly what we needed.”

“Rock solid performance compared to our previous solution.”

Action: Use reliability as key differentiator in sales messaging. Showcase uptime metrics.

Responsive Customer Support

Prevalence: 35% (6 mentions) | Average Score: 9.7

“Support team responds within hours and actually helps solve problems.”

Action: Feature support quality in testimonials. Consider response time guarantee as competitive advantage.

Detractor Drivers

Pricing Concerns - HIGH PRIORITY

Prevalence: 58% (7 mentions) | Score Impact: -1.4

“Too expensive for what you get. Competitors offer more features at this price point.”

“I like the product but can’t justify the cost to my team.”

“Pricing doesn’t make sense for small teams like ours.”

4 detractors mentioned actively evaluating alternatives due to cost.

Action: Review pricing tiers and consider introducing a lower-cost entry tier or annual discount options. Alternatively, add high-value features to justify current pricing. Potential impact: +8-10 NPS points if pricing concerns addressed.

Missing/Limited Features

Prevalence: 50% (6 mentions) | Score Impact: -1.2

“Needs better integration with our existing tools. API is too limited.”

“Missing critical reporting features we need for compliance.”

“Would love to see mobile app support and bulk operations.”

Most requested:

API improvements and third-party integrations (4 mentions)
Advanced reporting capabilities (3 mentions)
Mobile app (2 mentions)

Action: Prioritize API enhancements and integration marketplace. Add reporting improvements to Q1 roadmap. Potential impact: +6-8 NPS points.

Onboarding Complexity

Prevalence: 33% (4 mentions) | Score Impact: -0.8

“Initial setup was confusing. Took us 2 weeks to get everything configured properly.”

“Documentation is scattered. Hard to find answers.”

Action: Improve onboarding flow with guided tutorials. Consolidate and restructure documentation. Add in-app contextual help. Potential impact: +4-5 NPS points.

Passive Drivers

Feature Requests

Prevalence: 44% (7 mentions) | Conversion opportunity: 50% of passives

“Good product overall but needs automation features to be great.”

“Does what we need but wish it had X and Y capabilities.”

Common themes:

Automation and workflow features (4 mentions)
Customization options (3 mentions)
Team collaboration tools (2 mentions)

Action: Implementing top feature requests could convert 7-8 passives to promoters. Impact: +13-15 NPS points.

Performance Optimization

Prevalence: 31% (5 mentions)

“Works well but can be slow with larger datasets.”

“Performance is acceptable but could be faster.”

Action: Technical optimization for large dataset handling. Impact: +8-10 NPS points from passive conversion.

Prioritized Action Plan

HIGH PRIORITY (Next Quarter)

Pricing Structure Review - Address value perception gap
- Consider entry-tier pricing or feature additions
- Impact: +8-10 NPS points
- Timeline: 30-60 days
API & Integrations Enhancement - Top feature gap
- Expand API capabilities
- Add 3-5 popular integrations
- Impact: +6-8 NPS points
- Timeline: 60-90 days
Onboarding Experience Overhaul - Reduce friction
- Interactive setup wizard
- Consolidated documentation
- In-app help system
- Impact: +4-5 NPS points
- Timeline: 30-45 days

MEDIUM PRIORITY (Q1 2026)

Advanced Reporting Module - Detractor and passive concern
- Custom report builder
- Export capabilities
- Compliance templates
- Impact: +5-7 NPS points
Performance Optimization - Convert passives
- Large dataset handling improvements
- Response time optimization
- Impact: +8-10 NPS points

AMPLIFY (Ongoing)

Reliability Marketing - Leverage existing strength
- Uptime metrics showcase
- Case studies on stability
- Impact: Improve conversion rates
Support Quality Visibility - Competitive differentiator
- Response time guarantees
- Customer success stories
- Impact: Strengthen positioning

Quick Wins

These actions could deliver immediate impact within 2-4 weeks:

Proactive outreach to 4 at-risk detractors considering alternatives
Pricing transparency - Clarify ROI value proposition in marketing
Documentation hub - Consolidate and improve findability
Feature roadmap sharing - Show committed improvements to passives

Combined quick wins potential: +5-8 NPS points

Confidence & Methodology

Sample Size: 45 responses (small sample - results indicative but use caution)

Method: Manual theme extraction with frequency analysis and score correlation

Confidence Level: Medium

Adequate for identifying major themes
Themes validated by multiple mentions
Limited statistical power for trend analysis
Recommend follow-up survey with 100+ responses for validation

Limitations:

Small sample size reduces statistical confidence
Self-reported feedback (selection bias possible)
Correlation does not prove causation
Impact estimates are projections based on prevalence

Next Steps:

Re-survey in 90 days after implementing high-priority actions
Target 100+ responses for robust trend analysis
Consider adding demographic questions for better segmentation

Summary

With an NPS of 24 and relatively high passive percentage (36%), there is significant opportunity for improvement. Addressing pricing concerns and feature gaps could realistically move NPS to 40-50 range within 2 quarters. The strong foundation of product reliability and support quality provides a solid base for growth.

Recommended immediate focus: Pricing review and onboarding improvements while communicating API enhancement roadmap to at-risk detractors.