with the skill
## Your NPS is **+15**
Across 20 responses:
| Group | Scores | Responses | Share |
|---|---|---:|---:|
| Promoters | 9–10 | 9 | 45% |
| Passives | 7–8 | 5 | 25% |
| Detractors | 0–6 | 6 | 30% |
**NPS = % promoters − % detractors = 45 − 30 = +15.**
## What’s driving it?
### Positive: Support is your standout strength
**7 of 9 promoters** praise support, citing speed, helpfulness, and migration assistance.
- “Support answered in minutes.”
- “Best support of any vendor we use.”
**Implication:** Preserve support quality—it is the most frequently mentioned reason for recommending you.
Show the rest (27 more lines)
### Positive: Reporting delivers tangible value
**3 of 9 promoters** praise reporting; one also praises support.
- “Reports save me hours every week.”
**Implication:** Time savings are a concrete value story worth reinforcing in onboarding and customer communications.
### Negative: The March price increase dominates dissatisfaction
**5 of 6 detractors** mention the March increase. Their concerns include affordability, lack of added value, and poor communication.
- “Price went up 40% in March for the same features.”
- “The price hike made me look at alternatives.”
- “The March price change was not communicated well.”
**Implication:** Pricing is the clearest issue to investigate first. These comments suggest both a **price–value mismatch** and a **communication problem**, with an explicit signal of switching risk.
### Negative: Mobile performance is a secondary pain point
**3 of 20 respondents** report mobile problems: two passives mention slowness, and one detractor reports crashes during photo uploads.
- “Mobile app crashes when I upload photos.”
**Implication:** Investigate upload crashes first, then mobile speed. These issues appear in both neutral and negative feedback.
## Recommended priorities
1. **Address pricing-related dissatisfaction:** Follow up with affected customers, assess churn risk, and distinguish affordability concerns from perceived value and communication gaps.
2. **Fix mobile reliability:** Reproduce photo-upload crashes and measure mobile performance.
3. **Protect and reinforce what works:** Maintain support quality and make reporting’s time-saving benefits more visible.
**Bottom line:** Support and reporting earn advocacy; the March price increase is the dominant complaint among detractors. This is a small, self-selected sample: it identifies strong themes, but without prior-month data it cannot establish whether NPS has declined or whether pricing caused a change.