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Satisfaction and NPS drivers

Business question
What really drives our NPS up or down?
What's at stake
For an energy provider with 200,000 customers, on customers who contacted support only: 180 to 360 cancellations avoided a year, or $324k to $648k in revenue retained.
Data required
NPS/CSAT survey responses with free-text verbatim and associated journey data.
Sample result
Ranking of drivers by statistical impact on the score, with prioritized action recommendations.
Demo · 1 min
Illustrative scenario

Take an energy provider with 200,000 customers, 60,000 of whom contact support each year. Analyzing NPS responses and the related journeys ranks resolution time as the top driver of the score, ahead of billing clarity.

MetricBeforeAfter
Detractor share among customers who contacted support40%35.5%
Cancellations / year among these customers8,4008,130
Revenue lost to cancellations / year$15.1M$14.6M
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