Customer Feedback Surveys
With Segmented Results
Your NPS is 42. Looks great - until you segment it
Enterprise customers - 80% of your revenue scored 12. They're frustrated and weighing alternatives. Free users scored 78 and dragged your average up to a number that looks perfectly healthy. One number hides the full story. Segmented feedback reveals it.
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Segmented feedback breaks every score into a specific decision
Same Survey Data, Segmented Results
Most customer feedback tools give you one number. That number hides which segments are thriving and which are about to churn. Here's what segmentation reveals.
The Average Dashboard
What most feedback tools show you
Your feedback dashboard:
Above industry average
Moderate satisfaction
Below 40% threshold
The takeaway you'd act on:
"NPS is solid. CSAT and PMF need some work. Let's improve the product across the board."
The problem:
These 3 numbers are averaging across very different user segments. The real story is completely different and you can't see it from averages alone.
The Segmented View
Same data, broken down by segment
High satisfaction, strong fit — but won't recommend you. That's not a product problem. Dig into pricing, support, or competitive pressure.
Lukewarm across every metric. Could go either way — one feature from becoming champions or churners.
High NPS because it's free. Low satisfaction, zero product-market fit. This segment inflated your NPS by 30+ points while dragging CSAT down.
Why this matters:
Segmenting one metric tells you there's a problem. Cross-referencing NPS + CSAT + PMF by segment tells you what kind of problem — so you know the right fix, not just that something's wrong.