EXERCISE

DATA TO GRAPH

NPS OVER TIME: TOP COMPETITORS

OUR BUSINESS Competitor A

January 2019 29 49
February 2019 29 48
March 2019 31 48
April 2019 34 47
May 2019 34 45
June 2019 34 46
July 2019 32 45
August 2019 34 45
September 2019 35 44
October 2019 35 43
November 2019 33 42
December 2019 34 42
January 2020 35 44
February 2020 37 47

Analysis
NPS Over Time
60.0

50.0

40.0

30.0

20.0

10.0

0.0
January February March 2019 April 2019 May 2019 June 2019 July 2019 August 2019 September
2019 2019 2019
 40.0

30.0

20.0

10.0

0.0
January February March 2019 April 2019 May 2019 June 2019 July 2019 August 2019 September
2019 2019 2019

OUR BUSINESS Competitor A Competitor B Competitor C Comp

NPS Component Breakdown

70%

60%

50%

40%

30%

20%

10%

0%
January February March 2019 April 2019 May 2019 June 2019 July 2019 August September Octo
2019 2019 2019 2019 201

Detractor Passive Promoter

 INDUSTRY COMPARISON

Competitor B Competitor C Competitor D Competitor A

38 36 25 Competitor B
39 37 25 Competitor C
39 38 26 OUR BUSINESS
38 37 24 Competitor D
40 38 25 Competitor E
40 39 26 Competitor F
40 38 27 Competitor G
39 37 26 Competitor H
38 40 26 Competitor I
39 38 28 Competitor J
39 36 28 Competitor K
40 37 29 Competitor L
41 38 32 Competitor M
44 40 32 Competitor N
Competitor O

Over Time NPS

50

45

40

35

30

25

20

15

10
uly 2019 August 2019 September October November December January February
2019 2019 2019 2019 2020 2020 5
 35

30

25

20

15

10
uly 2019 August 2019 September October November December January February
2019 2019 2019 2019 2020 2020 5

0
rA or
B rC SS rD rE
to tit to NE to to
pe
ti
pe pe
ti SI pe
ti
pe
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m m m BU m m
Co Co Co R Co Co
Competitor B Competitor C Competitor D OU

This chart isn't available in your version of Excel.

onent Breakdown
Editing this shape or saving this workbook into a d

PROMOTER COMM
Not very actionable, promoter comm
notes like "awesome product," "it's g
2019 August September October November December January February
2019 2019 2019 2019 2019 2020 2020

Passive Promoter
 NPS BREAKDOWN
NPS (FEB 2020) % of total
47 Detractor Passive Promoter
44 January 2019 10% 51% 39%
40 Februar 2019 11% 49% 40%
37 March 2019 12% 45% 43%
32 April 2019 10% 46% 44%
30 May 2019 11% 44% 45%
29 June 2019 12% 42% 46%
28 July 2019 14% 40% 46%
28 August 2019 13% 40% 47%
28 September 2019 15% 35% 50%
27 October 2019 17% 31% 52%
24 November 2019 20% 27% 53%
21 December 2019 21% 24% 55%
21 January 2020 22% 21% 57%
20 February 2020 25% 13% 62%
18

NPS by Company - February 2020

 B rC SS rD rE rF rG rH rI rJ rK rL M N O
t or to NE to to to to to ti to ti to to to tor tor tor
eti ti I ti ti ti ti ti ti ti ti ti
pe S pe pe pe pe pe pe pe pe pe pe
ti
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om BU m om om m m om om om om m m m
C R Co C C Co Co C C C C o Co Co
OU C

't available in your version of Excel.

hape or saving this workbook into a different file format will permanently break the chart.

PROMOTER COMMENTS DETRACTOR COMMENTS

actionable, promoter comments are often short Detractor comments are mainly
e "awesome product," "it's great," and "I love it!" on the topic of latency and speed.
Should we take this feedback into
account in our feature release
prioritization?
 COMMENT BREAKDOWN
Comment No Comments
Total NPS # of ratings Promoters 348 3127
100% 29 586 Passives 420 2217
100% 29 492 Detractors 312 771
100% 31 499 TOTAL 1080 6115
100% 34 551
100% 34 593
100% 34 527
100% 32 550
100% 34 491
100% 35 482
100% 35 427
100% 33 440
100% 34 502
100% 35 537
100% 37 518
TOTAL 7195
 M rN rO
ti to ti to
pe pe
m m
Co Co

COMMENTS
ents are mainly
ency and speed.
his feedback into
eature release
ation?
Total
3475
2637
1083
7195