with the skill
## NPS Synthesis: Last Month's Responses
**Method:** NPS survey | **Responses:** 20
### Score: **+15**
| Group | Count | % |
|---|---|---|
| Promoters (9-10) | 9 | 45% |
| Passives (7-8) | 5 | 25% |
| Detractors (0-6) | 6 | 30% |
NPS = 45% − 30% = **+15**. With only 20 responses, one or two people changing their answer would move the score by 5-10 points, so treat it as directional.
### What's driving it
**Support and reports drive the promoters; the March price increase drives the detractors.**
#### Theme 1: Support is the top promoter driver
**Prevalence:** 7 of 20 mention it, and all 7 scored 9-10 (7 of the 9 promoters).
- "Best support of any vendor we use." (10)
- "Support helped us migrate." (9)
Show the rest (52 more lines)
- "Support answered in minutes." (10)
**Implication:** Support is your strongest asset and a real differentiator.
#### Theme 2: Reports deliver core value
**Prevalence:** 3 of 20, scores 10, 10, 9.
- "Reports save me hours every week." (10)
**Implication:** Reports are the product's value anchor, so they are worth leading with in positioning and retention messaging.
#### Theme 3: The March price increase is the main detractor driver
**Prevalence:** 5 of 20 mention it, and all 5 scored 1-6. That accounts for 5 of the 6 detractors.
- "Price went up 40% in March for the same features." (3)
- "Paying more for nothing new since March." (1)
- "The March price change was not communicated well." (4)
- "The price hike made me look at alternatives." (6)
There are two separate problems here. One is a **value perception gap** (more cost, no new features). The other is **poor communication** of the change. The "looking at alternatives" comment signals churn risk.
#### Theme 4: Mobile is a secondary drag
**Prevalence:** 3 of 20, scores 7, 5, 8.
- "Mobile app crashes when I upload photos." (5)
- "Okay, a bit slow on mobile." (7)
Mobile mostly holds passives back from being promoters. It produces one detractor, through a crash bug.
### Insights → Opportunities
| Insight | Opportunity | Impact | Effort |
|---|---|---|---|
| Price increase accounts for 5 of 6 detractors | Ship visible value alongside pricing, or offer grandfathering or transition discounts to at-risk accounts | High | Med |
| Communication was poor | Proactive outreach to affected customers, and a playbook for future pricing changes | High | Low |
| One user is evaluating alternatives | Flag and follow up with price-sensitive accounts | High | Low |
| Mobile slowness and a crash bug hold back passives | Fix the photo-upload crash and improve performance | Med | Med |
| Support and reports are loved | Use them in marketing and retention, and look at what makes support work | Med | Low |
### Segments
| Segment | Characteristics | Needs | Size |
|---|---|---|---|
| Support/reports advocates | Score 9-10, value service and time savings | Keep service quality and report depth | ~45% |
| Price-frustrated | Score 1-6, cite March increase | Clear value justification, communication, possibly pricing relief | ~25-30% |
| Neutral/satisfied | Score 7-8, generic comments ("Fine," "Does what we need") | A reason to be enthusiastic, and mobile fixes | ~25% |
### Recommendations
1. **Address the price backlash.** It explains most of the negative scores. Reach out to detractors and show or ship new value.
2. **Fix the mobile photo-upload crash.** It's a concrete bug tied to a detractor score, and general mobile speed affects passives.
3. **Protect and promote support and reports.** They are what's keeping your promoters.
### Limitations and Further Research
- **Small sample (n=20)**, so the percentages are rough.
- No data on **response rate or who responded**, so non-response bias is possible. Churned customers may not have answered.
- Comments are short and single-reason, which may understate multiple drivers.
- Open questions: How many customers were affected by the price increase overall? Did any actually churn? Is the 40% increase uniform across plans? What new features would justify the price to unhappy customers? Compare with your previous month's NPS to see whether the March increase moved the score.