Customer Insights
Analyzes customer feedback, support trends, and satisfaction metrics to improve retention.
Customer Insights Report — Q1 2026
NPS Score: 47 → 52 (improved +5 points from last quarter)
Top Pain Points (by volume):
1. Onboarding complexity — 34% of new customers cite setup time as frustrating (avg 14 days vs. target of 7)
2. API documentation gaps — Developer users reporting missing examples for batch endpoints
3. Billing transparency — 18% of support tickets related to invoice line item confusion
Satisfaction by Segment:
| Segment | CSAT Score | Trend |
|---|---|---|
| Enterprise | 4.3/5.0 | ↑ +0.2 |
| Mid-Market | 3.9/5.0 | → flat |
| SMB | 3.6/5.0 | ↓ -0.1 |
Churn Risk Signals:
- 3 Enterprise accounts showing declining engagement (login frequency down 40%+)
- Accounts: TechFlow Inc, RapidBuild Co, SummitOps
Recommendations:
1. Launch guided onboarding wizard (reduces setup to ~5 days based on beta data)
2. Prioritize API docs sprint — batch endpoints + webhook examples
3. Redesign invoice template with itemized breakdown and usage context
Consulted Sales Intelligence for revenue context on at-risk accounts.
Referenced Sources