36Customer Service

NPS Analyzer

Reads every NPS open-text response, themes them with confidence, and tells you which detractors have $X in ARR at the door.

The problem

NPS is the most expensive metric most teams don't actually use. The score gets reported on the QBR slide, the open-text comments live in a Typeform export nobody reads, and the detractor feedback never makes it to product or CS leadership. An NPS analyzer themes every open-text comment with confidence intervals, joins it back to the account graph (ARR, plan, CSM, segment), and surfaces three views: account-level risk (named detractors with $X ARR + CSM owner), product-level themes (the top 5 things hurting NPS this quarter ranked by mention count + ARR weight), and segment trends (NPS drift by ICP, plan tier, tenure cohort).

Typical leak: 60-80% of NPS open-text comments never get parsed for actionable themes; detractor accounts skipped over represent 15-30% of next-quarter at-risk ARR

Themed NPS coverage + detractor recovery

100% of open-text themed (vs 20-40% manual baseline); 30-45% of named detractors recovered on tailored outreach

SatMetrix Net Promoter Benchmarks 2024; Gainsight Customer Success Index 2024

Integrates with

TypeformTallyJotFormSalesforceHubSpotMixpanelAmplitudeLookerTableauSlackNotionClauden8n

How it works

Agent · NPS Analyzer

Q3 NPS pull · 240 responses

Claude clusters open-text

Detractors named · 7 with ARR

ARR-weighted theme ranking

Digest published to product Slack