Weekly NPS Report

Category Alert

Plumbing NPS declined from 48 to 38 over 3 weeks (↓10 pts, RED status). Beauty stable at 68 (GREEN). Root cause: Estimate accuracy and late arrivals. Immediate action: Increase partner training on estimate precision and timeliness standards.

NPS Trend - 12 Week View

Detractor Themes Analysis

Wrong Estimate

34%

1,156 mentions

Late Arrival

22%

744 mentions

Unprofessional Behavior

18%

612 mentions

Incomplete Work

14%

475 mentions

Overcharged

12%

408 mentions

Promoter Insights

Quick Service

41%

1,394 mentions

Polite Partner

28%

952 mentions

Fair Pricing

19%

646 mentions

Clean Work

12%

408 mentions

Root Cause Waterfall

Plumbing NPS decline (48→38) driven primarily by estimate accuracy issues (34% of detractor feedback). Secondary issues: late arrivals (22%) and unprofessional behavior (18%). Impact: Plumbing category has 2.8x higher churn than other categories. Estimated monthly revenue impact: INR 2.4L from lost repeat customers.

Category-Wise NPS Breakdown

Root Cause → Failure Type Mapping

Recommended Actions

URGENT - Plumbing Estimates: Implement estimate accuracy improvement program. Provide partners with diagnostic checklist before quoting. Target: Reduce estimate variance from 15% to <5%.

Partner Punctuality: Launch timeliness bonus scheme. 1.5x bonus for on-time arrivals. Expected NPS lift: +2-3 pts.

Unprofessional Behavior Training: Conduct customer interaction training for bottom 20% performers (by rating). Attach coach for 5 bookings each.

Beauty Category Replication: Beauty has highest NPS (68). Extract partner quality standards and apply to other categories (partner training modules, background checks).

Promoter Recognition: Top 100 promoter partners (highest NPS contributors) - give them featured placement, priority order flow, and 10% commission bonus.