Customer Experience

NPS trends, complaints, churn risk, and resolution satisfaction
ATTENTION NEEDED
KEY INSIGHT
Plumbing NPS (42) significantly lags beauty (72) by 30 points. Root cause drill-down: 62% of plumbing detractors cite 'wrong initial estimate'. This directly validates the Zero-Surprise Pricing Architecture as strategic priority.
Action: Implement detailed estimate checklist and photo verification for plumbing services. Projected NPS recovery: +15-20 points within 60 days.
62
Overall NPS
↑ 4 pts vs last month
28%
Detractor %
Needs improvement
42
Plumbing NPS
⚠ Category risk
72
Beauty NPS
Category leader

NPS Trend by Category (Monthly)

Category NPS Snapshot

Beauty
72 Promoters 68%
Cleaning
58 Passives 42%
Electrical
45 Detractors 38%
Plumbing
42 Detractors 52% 🔴

Complaint Category Breakdown

Quality Issues (38%)
└─ Workmanship (22%)
    • Incomplete work: 12%
    • Poor finishing: 10%
└─ Material defects (16%)
    • Wrong parts used: 8%
    • Low quality materials: 8%
Pricing Surprises (35%) ⚠ CRITICAL
└─ Additional charges (21%)
    • Unexpected fees: 14%
    • Hidden costs: 7%
└─ Wrong initial estimate (14%)
    • Plumbing: 62% of detractors
    • Electrical: 48% of detractors
Timeliness Issues (18%)
└─ Partner delays (12%)
    • Arrived late: 8%
    • Missed slot: 4%
└─ Extended service time (6%)
Professionalism Issues (9%)
└─ Behavior/attitude (5%)
└─ Communication (4%)

Resolution Satisfaction Rates

Refund
78%
Rework
64%
Store Credit
71%
Escalation
52%
No Action
28%
Refunds show highest satisfaction (78%). Escalation path (52%) needs process review. Consider escalation training program.

Churn Risk Heatmap by Customer Segment

New Users (0-30d)
82%
78%
64%
42%
18%
Active (31-90d)
56%
48%
35%
22%
8%
Loyal (90d+)
28%
14%
12%
6%
2%
High-Value
12%
8%
4%
2%
1%
High Risk (70%+)
Medium Risk (40-70%)
Low Risk (10-40%)
Very Low (<10%)
Columns (left to right): Quality Issues | Pricing Surprises | Timeliness | Professionalism | External Factors
Critical Priority: Plumbing pricing surprises (62% of detractors) is significantly impacting category NPS. Zero-Surprise Pricing Architecture implementation is essential for Q2 roadmap.