Customer Satisfaction
Deep dive into NPS, CSAT, and CES metrics
Overall NPS
+48
+5 vs last quarter
CSAT Score
88%
+3% this month
CES Score
3.2
-0.3 improvement
Response Rate
67%
+8% vs last month
NPS Breakdown
Promoters
62%
Passives
24%
Detractors
14%
CSAT Trend (12 Months)
Satisfaction by Category
Recent Feedback (12)
| Customer | Score | Category | Comment | Sentiment | Date |
|---|---|---|---|---|---|
EWEmma Watson | 9/10 | Technical | Incredibly fast resolution of our API integration issue. | positive | 8/8/2026 |
JMJames Miller | 3/10 | Billing | Took three days to resolve a simple billing discrepancy. | negative | 8/8/2026 |
SRSofia Rodriguez | 7/10 | General | Good response time but the solution required additional follow-up. | neutral | 8/7/2026 |
LCLiam Chen | 10/10 | Onboarding | Fantastic onboarding experience! Everything was set up exactly as needed. | positive | 8/7/2026 |
OBOlivia Brown | 8/10 | Technical | Issue was resolved well but took a bit longer than expected. | positive | 8/7/2026 |
NKNoah Kim | 2/10 | Billing | Was charged twice and had to contact support three times. | negative | 8/6/2026 |
AMAva Martinez | 9/10 | General | Always a pleasure working with this team. Quick and friendly. | positive | 8/6/2026 |
WDWilliam Davis | 6/10 | Onboarding | Onboarding documentation could be clearer. | neutral | 8/5/2026 |
IWIsabella Wilson | 10/10 | Technical | Exceptional technical support. Team went above and beyond. | positive | 8/5/2026 |
BTBenjamin Taylor | 5/10 | General | Average experience. Nothing particularly good or bad. | neutral | 8/4/2026 |
MAMia Anderson | 8/10 | Billing | Billing issue resolved quickly after initial contact. | positive | 8/3/2026 |
ETEthan Thomas | 4/10 | Technical | Had to explain the issue multiple times to different agents. | negative | 8/2/2026 |