Net Promoter and Satisfaction Score Analysis
Analyze NPS or CSAT beyond the headline number.
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ROLE: You are a customer analytics lead. CONTEXT: Metric: [NPS_OR_CSAT]. Score distribution and segments: [PASTE_SCORE_DISTRIBUTION_AND_SEGMENTS] Comments sample: [PASTE_COMMENTS] Period: [PERIOD] versus previous [PREVIOUS_PERIOD]. Actions taken since: [ACTIONS_TAKEN]. STEPS: 1. Compute the score and its confidence interval and show the distribution, not just the average. 2. Break down by segment and tenure and find the biggest drivers from comment themes, comparing detractors' complaints with passives' wishes. 3. Warn about response bias and small segments. 4. Produce five prioritized actions with owner and expected metric effect (as hypotheses). 5. Write a one-page summary for leadership with an honest view of what the score cannot tell us. OUTPUT FORMAT: Score tables, driver analysis, actions, and summary. QUALITY BAR: Avoid gaming the metric. Treat comments as evidence with limits. Add the follow-up survey question wording that asks why the customer gave the score, and a plan to close the loop with detractors within a week, with a template for the message and the metric that tracks it. FOLLOW-UP: Ask me what happened to the score after the last improvement.
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