NPS Analysis for Your Business
NPS analysis services show whether a good or bad score predicts who renews. Omeiro uses natural language processing to score the sentiment of Zendesk and Intercom conversations, then connects it with renewal data to measure the link to churn.
What NPS analysis looks at
The main areas we work through. The exact scope depends on your package and is agreed before we start.
Questions first
- What decisions it supports
- Who uses it
- How often
Data sources
- Sheets, CRM, ads, shop
- Refresh schedule
- Access rights
Charts and KPIs
- Clear definitions
- Simple chart types
- Filters people need
Handover
- Short walkthrough
- Notes on each metric
- Who to ask
What we cover The exact scope depends on your package and your data, and is agreed before work starts.
What you get with NPS analysis
Quantifying customer happiness against churn. Natural language processing correlating Zendesk and Intercom chat sentiment directly with customer renewal probability.
Basic Package
Sentiment scoring of 1 support channel, linked to renewal data. 4-day delivery, 2 revisions.
Standard Package
Zendesk; Intercom; NPS, churn correlation model, insights report. 6-day delivery, 2 revisions.
Premium Package
Automated monthly scoring, account health dashboard; 30 days support. 10-day delivery, 2 revisions.
Clear brief first
We confirm what you need before work starts, so the scope is clear on both sides.
Revisions listed
Each package shows its revision rounds. A round is one list of changes sent together.
Yours once paid
Copyright of the final work passes to you once the order is paid in full.
Your data stays in your own accounts and tools wherever possible, and access is removed when the work is done.
How our NPS analysis works
Pull the conversations
We export tickets and chats from your support tools.
Score sentiment
Each conversation is rated, and scores are rolled up by account.
Join with renewals
Scores are matched to renewal outcomes to test the link.
Report the findings
You get the correlation results and, on Premium, an ongoing health dashboard.
NPS analysis that connects scores to accounts
NPS analysis is most useful when survey scores can be linked to accounts. Collect survey exports with respondent identifiers, then match them to customer records, plan type and renewal outcomes. Free-text comments carry much of the value, so include them. Anonymous surveys limit what can be linked, and the analysis then works at segment rather than account level.
A common mistake is reporting a single NPS number and stopping. NPS analysis here splits scores by segment, plan and tenure, and tests whether low scores actually come before cancellations in your own data. Comments are grouped into themes so you see what promoters and detractors talk about. Where the link is weak, the report says so rather than forcing a story.
In short
- Delivery in 4 to 10 days, by package.
- Fixed price, shown before you order.
- Customer success managers collecting NPS scores nobody acts on.
- Support heads with thousands of chats and no sentiment view.
- Copyright yours after full payment.
NPS Analysis: common questions
How much does NPS analysis cost?
Prices are fixed and shown by package on our NPS Analysis pricing page, so you see the full price before you order. You can also ask for a custom quote.
How long does customer sentiment analytics take?
Delivery depends on the package: Basic 4-day delivery; Standard 6-day delivery; Premium 10-day delivery.
What is included in the Basic Package?
The Basic Package includes: Sentiment scoring of 1 support channel, linked to renewal data. Higher packages add more scope, revisions and support.
Can I get a custom NPS and churn correlation package?
Yes. If none of the packages fits, use the custom package form on our pricing page to describe what you need, and our team sends you a fixed price.
Is NPS and churn correlation always strong?
Not always, which is why we test it on your data. The result may show NPS predicts churn well, weakly, or only for some segments.
Which support tools do you read from?
Zendesk and Intercom are named in the Standard package. Tell us if you use something else.
Does the analysis read customer messages?
Yes, conversation text is scored for sentiment. Tell us about any privacy limits when you order.
Can scoring run every month automatically?
Premium includes automated monthly scoring.
How is NPS calculated?
Respondents scoring 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors.
Who owns the final work?
Copyright of the final work passes to you once the order is paid in full. Paid fonts, stock files or licences, if used, are licensed in your name.
Ready to start your NPS analysis?
Compare the packages and pick the one that fits. Not sure which? Write to us and we will help you choose.