Voice of Customer
Survey & Sentiment
Detractors, promoters, themes, and AI-summarized comments — connected to your performance levers.
NPS
62.4
-4.6
Promoters
61%
+1pp
Detractors
24%
+5pp
Survey count
12.4K
-11%
Sentiment trend
14-day promoter vs detractor mix
AI comment summary
Detractors center on wait time and repeat transfers. Promoters cite agent empathy and fast resolution. Survey count is down 11% — IVR offer rate dropped after Tuesday's release.
Detractor themes
Wait time
1,284+18%
Repeat transfer
942+11%
Billing confusion
612+4%
App navigation
488-2%
Resolution clarity
421+6%
Promoter themes
Agent empathy
1,840+9%
Fast resolution
1,502+12%
Knowledgeable agent
1,140+5%
Easy verification
690+3%