How do I track NPS and CSAT trends with iDBQuery?
Ask iDBQuery 'How have our NPS and CSAT scores trended over the last year, by segment?' It computes the scores from your survey responses over time, returns the trend as a chart, and cites each score back to the individual responses behind it.
NPS (Net Promoter Score) and CSAT (Customer Satisfaction) measure how customers feel about you. Tracking their trend, and slicing by segment, tells you whether experience is improving or slipping. iDBQuery computes them straight from your survey data.
- You'd ask iDBQuery: 'Show monthly NPS and CSAT over the last year, split by customer segment, and flag the biggest movement.'
- It classifies survey responses into promoters, passives, and detractors (or satisfied vs not), computes the scores per period, and returns a trend chart plus a table.
- Each score is cited to its source rows, so 'NPS = 42 in Q2' is backed by the actual responses counted.
The insight is in connecting sentiment to behaviour. Ask 'Do detractors churn more than promoters?' and iDBQuery joins survey data to revenue or retention in the same one live model, no pipeline needed. Follow-ups like 'Which segment's CSAT dropped most and what did they say?' keep the thread and can surface the verbatim comments behind the drop. Save a live NPS/CSAT report for the leadership review, and let the Analyst agent flag which product area or segment is dragging the score down, citing the responses. This complements ticket-volume and SLA analysis for a rounded view of customer health.
Updated 2026-06-22