●Outcomes · survey responses

194 surveys this week.

CSAT and NPS captured by Iris across the customer base. Detractors auto-flag the AM. Detractors with the at-risk pattern route into Review for a person.

194 surveys · 7d
8.2 / 10 avg CSAT
+47 NPS (promoters − detractors)
11 (6%) detractors · need a person
3 at-risk flags · escalated
94 % auto-resolved

NPS distribution · last 7 days

194 responses · NPS +47
11
81
102
● detractors 11 · 6% ● passives 81 · 42% ● promoters 102 · 52%
When
Contact
Score
Themes · what they said
Status
14:32
Sarah Lin
supportonboarding
9/10
"Support team has been really fast, onboarding was easy."
retention call
14:28
Tom O.
tickets unresolvedslow response
3/10
"Two open tickets, three weeks no resolution."
at-risk · escalated
13:55
Mike Costa
onboarding
8/10
"Onboarding was great. Wish the dashboard loaded faster."
captured
13:30
Peter Tang
pricing
5/10
"Service is fine, but pricing's getting hard to defend internally."
watch · queued for AM
12:31
Olivia Chen
onboarding
10/10
"Best onboarding I've had at any vendor."
captured · case study?
11:42
Yuki Tanaka
api responsivenesssupport
9/10
"API's been rock solid, support get back fast when we need them."
retention call
11:18
Hannah Brooks
turnaround
6/10
"Need faster turnaround on requests. Otherwise fine."
watch · queued for AM
10:33
Marcus Iliescu
ambiguous
7/10
"It's been okay. Honestly haven't used it much this month."
low confidence · review
09:42
Ana Reis
support team
8/10
"Support team is the strongest part of working with you."
captured
08:55
Wesley Vedder
pilot validation
8/10
"Pilot's gone better than we expected — keen to expand."
expansion signal
Showing 10 of 194 · 52% promoters · 6% detractors · last 7 days
page 1 / 20