Interactive demo · customer operations
Customer Feedback & Service Recovery
Net Promoter Score+48Up 7 points this quarter
Customer satisfaction4.6Across 1,284 responses
Response rate38%SMS performs best at 52%
Open recoveries72 need an owner
Response inbox
Signals ranked by risk, value, and recovery urgency.
Recovery SLA · 1h 42m median
High-value detractors alert an owner immediately. Every recovery remains open until the customer confirms the outcome.
NPS · DETRACTOR · 22 MIN AGO
Recovery requiredDanielle Lewis · Gulf Point Recovery
Score 4/10 · customer since 2023 · $18.4k annual value
The technician was excellent, but nobody told us the replacement part would delay the job by two days. We had staff waiting and I only learned what happened after calling twice.
BookingEasy · 5/5
TechnicianExcellent · 5/5
UpdatesNo notice · 1/5
ResolutionPending
Detected themes
Communication gap · 94%Parts delay · 89%Positive technician · 97%Repeat contact · 86%
Customer history
✓
Preventive maintenance completed
Jul 23Technician note: system operating normally
!
Part backordered
Jul 24Replacement board moved from Jul 24 to Jul 26
☎
Two inbound status calls
Jul 25No proactive update was logged before either call
Retention risk increased
HighCommunication failure on a high-value account
Recovery owner
LO
Unassigned · recommended: Lena Ortiz
Assign nowCustomer success lead · 12-minute current response time
Recommended recovery plan
1
Call and acknowledge the missed update
Use the exact service timeline—do not make the technician defend it.
2
Offer a service credit
$150 is within the approved recovery band for this account.
3
Confirm the relationship is repaired
Send a one-question follow-up after the call, not another full survey.