Your NPS Is 42. But What's It in Each Segment?
An average NPS score is a starting point, not an answer. Pivony breaks it down by VIP vs standard, online vs in-store, region by region - and tells you the root cause behind every movement.
The Problem With Average NPS
The average hides the truth
A score of 42 could mean 67 online and 18 in-store. Acting on the average means acting on nothing.
You don't know why it moved
NPS dropped 6 points. But which segment? Which channel? Which experience failure? Standard tools don't say.
Weekly reports arrive too late
By the time your NPS report lands, the issue has already spread across the customer base.
NPS Analysis That Actually Answers Questions
01
Connect every feedback source
NPS surveys, support tickets, app reviews - all ingested and normalised in one place.
02
Segment automatically
Blend NPS scores with CRM data, sales channel, customer tier, geography. VIP NPS vs standard NPS - instantly.
03
Surface root causes
When NPS drops in a segment, Pivony tells you why: which carrier, which experience, which process failed.
04
Act automatically
Threshold crossed? Tickets open, recovery workflows trigger, leadership is alerted - no manual step required.
What You Can Measure
NPS by customer segment
VIP, standard, new - each with their own score and trend
NPS by sales channel
Online, in-store, partner - see where the experience diverges
NPS by region
City, country, market - find the geographic pattern
NPS trend over time
Weekly, monthly, cohort - track the direction of change
Promoter & detractor drivers
What do promoters love? What is driving detractors away?
Anomaly alerts
Instant notification when NPS shifts abnormally in any segment
How to do NPS analysis in 6 steps
NPS analysis means finding out why your Net Promoter Score is what it is and what to fix first. Calculate the score, break it down by segment, group the comments into themes, compare promoters with detractors, find the root cause of the biggest detractor themes, then act and track the change.
- 1Calculate the score and split it. Group answers into promoters (9–10), passives (7–8) and detractors (0–6). NPS = % promoters − % detractors.
- 2Break it down by segment. Compare NPS by channel, customer tier, region, product and tenure, and against your own trend. The average hides the segment that is falling.
- 3Group the comments into themes. Tag every "why" answer by topic (delivery, price, staff, app, billing) and score the sentiment of the words theme by theme.
- 4Compare promoters and detractors. Themes that are frequent among detractors and rare among promoters are your key drivers of detraction.
- 5Find the root cause. For the biggest detractor theme, ask why until you reach a cause someone owns, and check it against operational data such as delivery times or ticket resolution.
- 6Act, close the loop and track. Fix the cause, follow up with detractors, alert on abnormal segment shifts and re-measure the same segment.
Pivony runs steps 2 to 6 for you: segment-level NPS, promoter and detractor comments analysed side by side, root causes behind each movement and alerts when a segment shifts.
What to Expect from an NPS Analysis Platform
Free NPS calculator
Enter your promoter, passive and detractor counts, or paste raw 0–10 scores, and see your NPS with the formula. The NPS guide also covers what a good score is and how to break it down by segment.
Ask customers why, not only how likely
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Common Questions
How do you analyze NPS results?＋
Calculate the score (% promoters − % detractors), break it down by segment, group the open-ended comments into themes, compare the themes of promoters and detractors, find the root cause of the biggest detractor theme, then act, follow up with detractors and track the same segment over time.
How is Pivony NPS analysis different from standard survey tools?＋
Most survey tools show you your average NPS and a list of comments. Pivony blends the score with your operational and segment data - so you see NPS by customer tier, channel, and region, with root cause analysis explaining every significant movement.
Can Pivony connect NPS to other feedback sources?＋
Yes. NPS surveys are one input. Pivony simultaneously ingests support tickets, call centre transcripts, app reviews, and live chat. The combined signal gives a much richer picture than NPS alone.
How quickly can we get started?＋
Typically 48 hours from first data connection. No months-long implementation, no dedicated data engineering team required.
What happens when NPS drops in a segment?＋
Pivony detects the anomaly in real time. Depending on your configuration, it creates a ticket, notifies the responsible team, triggers a customer recovery workflow, and alerts leadership - all automatically.
Does Pivony support closed-loop follow-up?＋
Yes. When a detractor is identified, automated workflows can trigger a personalised recovery sequence - without manual intervention for each case.
Ready to understand what your NPS score is really telling you?
Request a demo with your own NPS data. We'll show you the segment breakdown your current tool is missing.