NPS Short Comment Analysis

SURVEY THEME ANALYSIS
Question: “[NPS Feedback]”
Total Responses: 35

THEMES IDENTIFIED:

1. PRICING CONCERNS (9 mentions, 25.7%) HIGH PRIORITY
   Sentiment: Negative (avg: -0.7/1.0)

   Sub-themes:

   • Too expensive (9 mentions)

   Representative Quotes:
   → “Too expensive”
   → “Too expensive”
   → “Too expensive”

   Urgency: HIGH - Quarter of respondents cite price as barrier

2. PERFORMANCE & SPEED (8 mentions, 22.9%) MEDIUM PRIORITY
   Sentiment: Highly Positive (avg: +0.9/1.0)

   Sub-themes:

   • Speed satisfaction (8 mentions)

   Representative Quotes:
   → “Love the speed”
   → “Love the speed”
   → “Love the speed”

   Urgency: MEDIUM - Major strength to maintain and promote

3. CUSTOMER SUPPORT ISSUES (9 mentions, 25.7%) HIGH PRIORITY
   Sentiment: Negative (avg: -0.7/1.0)

   Sub-themes:

   • Slow response times (9 mentions)

   Representative Quotes:
   → “Support is slow”
   → “Support is slow”
   → “Support is slow”

   Urgency: HIGH - Matches pricing concern frequency, frustrating users

4. DOCUMENTATION GAPS (9 mentions, 25.7%) MEDIUM PRIORITY
   Sentiment: Negative (avg: -0.6/1.0)

   Sub-themes:

   • Missing or inadequate documentation (9 mentions)

   Representative Quotes:
   → “Need better docs”
   → “Need better docs”
   → “Need better docs”

   Urgency: MEDIUM - Impacts onboarding and self-service success

INSIGHTS SUMMARY:
• Three critical pain points each affect ~26% of respondents: pricing, support speed, documentation
• Speed/performance is the clear product strength - 23% express strong satisfaction
• Negative feedback is evenly distributed across pricing, support, and documentation
• Short responses suggest these are top-of-mind issues requiring no elaboration

RECOMMENDED ACTIONS:

IMMEDIATE:

1. Support response time improvement - matches pricing as #1 complaint (26% affected)
2. Documentation sprint - quick wins to improve self-service and reduce support burden

NEXT QUARTER:
3. Pricing analysis and communication - evaluate if perception or actual pricing issue
4. Customer success program - leverage speed advantage, address support and docs proactively

FUTURE:
5. Self-service knowledge base expansion - long-term documentation strategy
6. Pricing tier exploration - if cost remains persistent feedback