Understand the drivers behind NPS & CSAT
The NPS score is 7 – but why? Numbers alone aren't enough. Understand why customers are promoters or detractors, which topics drive your scores – and derive concrete actions to sustainably improve NPS and CSAT.
NPS 32. But why? The number alone won't get you far.
Your NPS score has dropped – but the number alone doesn't tell you where the problem lies. Was it support? Delivery time? The product itself? Without systematic analysis of the comments, you're in the dark and risk pulling the wrong levers. Yet every comment contains a concrete hint – if you analyze it systematically.
Top 5 reasons for low NPS scores – automatically identified
A telecommunications company analyzed 5,000 NPS comments with deepsight. The automatic driver analysis showed: 'Support wait time' was the most frequent detractor reason (28%), followed by 'unclear billing' (19%) and 'network coverage' (15%). For promoters, 'fast problem resolution' (34%) and 'friendly service' (22%) dominated. The CX team could immediately focus on the two most impactful levers.
Detractors vs. Promoters: What are they really saying?
deepsight automatically separates NPS comments by score groups and shows which topics differ between Detractors (0-6), Passives (7-8), and Promoters (9-10). This way you identify not just what's going wrong – but also what creates excitement. The key: From comment to concrete action.
Questions you can answer with deepsight
These open-ended questions deliver valuable insights – if you can evaluate them systematically.
„Why did you give this rating?"
NPS follow-up
„What would we need to change for you to recommend us?"
Detractor feedback
„What was the reason for your dissatisfaction?"
CSAT < 3
„What particularly delighted you?"
Promoter feedback
„Which aspect should we improve?"
Passive feedback
„Was there anything that exceeded your expectations?"
Delight factors
From raw data to structured insights
Promoter Drivers
Identify what makes your enthusiastic customers – and how to get more of them.
Detractor Analysis
Understand the top reasons for dissatisfaction – prioritized by frequency and score impact.
Score Correlation
See which topics have the greatest impact on NPS and CSAT.
Early Warning
Detect negative trends before they show up in the scores.
4 steps to your insights
Import data
Upload your text data – via Excel, CSV or directly from your tool.
Start analysis
deepsight automatically identifies topics, sentiments, and connections.
Validate results
Review the identified categories and adjust if needed.
Export insights
Export your results as Excel, PDF or share them with your team.
Frequently asked questions
Ready to analyze your text data?
Start for free now or let our team advise you.