NPS & Customer Satisfaction Survey Analyzer

Example output

NPS analysis — Harbor & Vine meal-kit subscriptions, Q2 (score 22, down from 31 in Q1, n=480)

Headline
The nine-point drop is not a single new problem — it's a delivery-reliability issue emerging on top of an existing, slower-burning recipe-variety complaint. Treat these as two separate priorities with different urgency, not one blended "customer satisfaction" issue.

Driver analysis: promoters vs detractors
Promoter comments cluster tightly around recipe variety and weeknight convenience — "love the recipe variety" and "easy weeknight dinners" are the same core promise being delivered well for this group. This tells you the core product concept is working when it works.
Detractor comments cluster around two distinct issues that should not be merged: recipe repetition ("recipes repeat too often") and delivery condition ("box arrived warm/melted ice pack"). Notably, one of your promoter themes — recipe variety — is the mirror image of your top detractor complaint. This is a real tension worth naming directly: some customers experience strong variety and others experience repetition, which suggests either a segmentation issue (some customer cohorts get repeated recipes more than others) or a tenure effect (longer-subscribed customers run out of new recipes faster). This needs a cross-tab against subscription length before you conclude the variety is inconsistent versus simply thinning out over time for loyal subscribers.

The say-versus-score gap
The delivery-condition complaint ("melted ice pack") is a newer-sounding, more urgent-sounding issue than the recipe complaint, and is the kind of operational failure that tends to hit NPS scores harder and faster than a slow-burning content complaint — worth checking if the Q2 score drop correlates with a specific week, shipping lane, or region where a delivery or packaging issue may have occurred, rather than being evenly spread across the whole response base.

Recurring themes, ranked by apparent priority
1. Delivery condition / cold-chain failure — likely the sharper, more recent driver of the score drop; investigate operationally first since this is a fixable logistics issue, not a product-design issue.
2. Recipe repetition — likely a longer-running issue that a single quarter's dip didn't create; needs a content/menu-planning fix, not a quick patch, but should not be deprioritized just because it's slower-moving.
3. Recipe variety (as a positive) — confirm what's working here so the fix to repetition doesn't accidentally undermine it.

What this data alone cannot confirm
Whether the delivery complaints are concentrated in a specific time window, region, or shipping partner — the verbatims tell you the theme exists, not its distribution. Requesting a time-stamped or region-tagged breakout of the delivery complaints specifically would let you determine whether this is a systemic cold-chain problem or an isolated incident inflating the Q2 average.

Priority actions the data supports
1. Pull a time and region breakout on delivery-condition complaints before Q3 to determine if this is systemic or isolated — this is the fastest lever if it's operational.
2. Cross-tab the repetition complaint against subscriber tenure to see if it's a new-menu-planning gap or a long-tenure fatigue issue.
3. Hold a targeted qualitative follow-up (a handful of interviews) with detractors who mentioned delivery condition specifically, since 480 survey responses give you the theme but not the full story of what went wrong.

Comment volume flag
The verbatims quoted in your input are illustrative examples, not necessarily the full distribution — before presenting "recipes repeat too often" or the ice-pack issue as the two dominant themes to leadership, confirm what share of the 480 total detractor comments actually mention each, since a vivid quote can outweigh its real frequency in memory.

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