The Problem with Scores
"Our NPS went up by 5 points." "Great! Why?" "I don't know."
This conversation happens in boardrooms every day. Scores track what happened, not why.
The Playbook
Step 1: Separate the Promoters from Detractors
In FeedPulse AI, filter your view to analyze only Detractors (score 0-6).
Step 2: Find the Narrative
What is the #1 Driver for Detractors?
- Example: "Pricing" is mentioned by 40% of detractors.
- Drill Down: Is it "too expensive" or "confusing tiers"? The AI Semantic Search will tell you.
Step 3: Compare with Promoters
Now filter for Promoters (9-10).
- Example: "Customer Support" is mentioned by 60%.
- Insight: You have a product problem (pricing) but a service advantage (support).
Step 4: Build the Slide
- Headline: "We act like a premium service but price like a chaotic startup."
- Data: "Pricing is the primary drag on NPS (-14 impact), while Support is the primary lift (+12 impact)."
- Action: Simplify pricing tiers to reduce confusion (the root cause of the complaint).