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, executive briefing generated — 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
What to Expect from an NPS Analysis Platform
Common Questions
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 generates an executive briefing — 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.