Companies that act on feedback see 2x higher customer retention
Analyzing & Acting on
NPS & CSAT Results
Learn how to interpret Net Promoter Score results, master the calculation for NPS, segment customer feedback survey data for insights, and turn responses into product improvements.
Your NPS & CSAT Journey
How to Interpret Your Scores
Numbers alone don't tell the full story. Here's how to analyze your Net Promoter Score and customer satisfaction survey data effectively using the Net Promoter System framework.
📊 Interpreting Net Promoter Score Results
Who They Are:
Loyal enthusiasts who will actively recommend your product and fuel growth.
What to Do:
- → Request testimonials
- → Ask for referrals
- → Invite to case studies
- → Feature in marketing
Who They Are:
Satisfied but unenthusiastic. Vulnerable to competitive offers.
What to Do:
- → Find what's missing
- → Highlight new features
- → Increase engagement
- → Convert to promoters
Who They Are:
Unhappy customers who could damage your brand through negative word-of-mouth.
What to Do:
- → Reach out immediately
- → Understand their issues
- → Fix problems quickly
- → Prevent churn
The Power of Trending
Don't obsess over a single score. Track trends over time. Is your NPS improving or declining? That direction matters more than the absolute number.
⭐ Interpreting Customer Satisfaction Survey Scores
High CSAT (80%+)
What It Means: The specific experience or feature is working well. Users are happy.
Action: Replicate this success in other areas. Study what makes it work. Use in marketing materials.
Low CSAT (<70%)
What It Means: This touchpoint or feature is frustrating users. Immediate attention needed.
Action: Read all qualitative feedback. Identify patterns. Prioritize fixes. Test improvements.
💡 Pro Tip: Compare CSAT across different features or touchpoints to identify which areas need the most improvement.
Segment Your Data for Deeper Insights
Overall Net Promoter Score and CSAT results hide important patterns. Segment your customer feedback surveys by these attributes to uncover actionable insights from the Net Promoter System.
By User Type
Segment by plan tier, company size, or user role to understand which segments are happiest.
Example: Enterprise customers scoring 20 points lower than SMB? You may have a feature gap.
By Customer Tenure
Compare new users (<30 days) vs established users (>6 months) to spot onboarding issues.
Example: New users rate onboarding 60% but overall NPS is 45? Onboarding is working!
By Geography
See if satisfaction varies by region to identify localization issues or market fit.
Example: European users scoring lower? Might need better timezone support or local payment methods.
By Usage Frequency
Compare power users vs casual users to understand engagement vs satisfaction.
Example: Power users have lower NPS? They're hitting limitations you need to fix.
By Acquisition Channel
Track if users from different channels (paid ads, organic, referrals) have different satisfaction.
Example: Paid ad users churning fast? Your marketing messaging might be misleading.
By Feature Usage
See if users of specific features rate you higher or lower than non-users.
Example: Users of Feature X have 30 point higher NPS? That's your differentiator!
Taking Action on Feedback
Collecting NPS questionnaire responses and customer experience survey data is useless if you don't act on it. Here's your action plan based on Net Promoter Score results.
High NPS (50+) or CSAT (80%+)
You're doing great! Now capitalize on this success.
✓ Leverage Promoters
- • Request reviews on G2, Capterra, Product Hunt
- • Ask for video testimonials
- • Launch referral program
- • Feature in case studies
✓ Find What's Working
- • Analyze common themes in positive feedback
- • Double down on those strengths
- • Use language in marketing/sales
- • Train team on what delights customers
Medium NPS (30-50) or CSAT (70-80%)
You're average. Focus on moving passives to promoters.
✓ Engage Passives
- • Ask "What would make this a 10?"
- • Identify most-requested features
- • Highlight recent improvements
- • Increase product education
✓ Fix Quick Wins
- • Look for patterns in feedback
- • Prioritize high-impact, low-effort fixes
- • Communicate changes to users
- • Re-survey after improvements
Low NPS (<30) or CSAT (<70%)
Red alert! You have serious product or service issues to address immediately.
✓ Crisis Mode
- • Personally reach out to all detractors
- • Schedule customer interviews
- • Identify core problems immediately
- • Prevent further churn
✓ Root Cause Analysis
- • Read every piece of qualitative feedback
- • Categorize complaints by theme
- • Create action plan for top 3 issues
- • Set aggressive improvement timeline
Closing the Loop with Customers
85% of customers who complain and get a response become more loyal than before
Always respond to feedback, especially negative. Here's how:
For Detractors (0-6)
Respond within 24 hours
Show you care by acting fast. Use email or in-app messaging.
Acknowledge their pain
"I'm sorry you had this experience. Let me understand what went wrong."
Offer a solution or timeline
Either fix it now, or tell them when you'll fix it. Then follow through.
Follow up after resolution
"We've fixed [issue]. Can we have another chance to earn your trust?"
For Promoters (9-10)
Thank them personally
Show appreciation for their loyalty and positive feedback.
Ask for a testimonial
"Would you mind sharing your experience publicly? We'd love to feature you."
Request referrals
"Know anyone else who'd benefit from [Product]? We'd love an intro."
Invite to beta programs
Give them early access to new features. They'll feel valued and give feedback.
Your NPS & CSAT Journey
Ready to Start Measuring NPS & CSAT?
Launch Net Promoter Score surveys and customer satisfaction surveys at the perfect moments in your customer journey with Mapster's feedback platform.
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