Q3 2025 Executive Dashboard
July 1 - September 30, 2025 | 12,847 Responses Analyzed
Q3 2025 marks a pivotal quarter in our customer sentiment journey. With 68 NPS (+5 pts QoQ) and 4.3/5 CSAT (+0.2 QoQ), we're seeing strong momentum in customer satisfaction. The voice of our 12,847 surveyed customers reveals clear priorities: AI-powered capabilities (43% demand), pricing optimization for mid-market (26% concern), and enhanced self-service options (31% request).
AI feature development could capture 43% of customer requests and differentiate us from CompetitorA who lacks these capabilities.
26% of mid-market customers cite pricing concerns, with 18% actively evaluating CompetitorA's lower-priced alternatives.
Expanding self-service resources could deflect 40% of support tickets and improve satisfaction for 31% of customers.
Enterprise segment shows 94% CSM satisfaction and 89% positive ROI perception - prime for expansion revenue.
Key indicators showing customer health and satisfaction trends
Promoters: 74% (+6%)
Passives: 20% (-1%)
Detractors: 6% (-5%)
Response Rate: 42%
5-Star: 52% (+8%)
4-Star: 31% (+2%)
3-Star: 11% (-5%)
1-2 Star: 6% (-5%)
Trust: 8.2/10
Value: 7.4/10
Innovation: 7.9/10
Support: 8.1/10
| Segment | NPS Score | CSAT | Retention Rate | Expansion Rate | Support Tickets |
|---|---|---|---|---|---|
| Enterprise | 82 | 4.6/5 | 96% | 142% | 0.3/month |
| Mid-Market | 61 | 4.1/5 | 88% | 118% | 1.2/month |
| SMB | 58 | 4.0/5 | 82% | 105% | 2.1/month |
| Startup | 71 | 4.4/5 | 79% | 95% | 3.2/month |
Monthly sentiment scores across all customer touchpoints
"The platform has transformed how we manage our workflows. The recent UI updates make it even more intuitive. My only wish is for more AI-powered insights to help us make data-driven decisions faster."
Sarah Chen - VP of Operations, TechCorp Enterprise (NPS: 9)
"Love the product, but the pricing jump from startup to growth tier is steep. We're evaluating alternatives because we can't justify the 3x price increase for features we don't yet need."
Michael Rodriguez - CEO, Growth Stage SaaS (NPS: 6)
"Your customer success team is phenomenal. They've helped us achieve 40% efficiency gains. This is what partnership looks like."
Jennifer Park - CTO, Fortune 500 Financial Services (NPS: 10)
Categorized insights from 12,847 customer responses
Customer perceptions and switching behavior analysis
| Competitor | Mentioned By | Win Rate | Sentiment | Key Strengths | Key Weaknesses |
|---|---|---|---|---|---|
| CompetitorA | 34% (4,367) | 68% vs them | Mixed | Lower price point, Simple UI | Lacks enterprise features, Poor support |
| CompetitorB | 28% (3,597) | 84% vs them | Negative | Brand recognition, Global presence | Complex implementation, Expensive |
| CompetitorC | 19% (2,441) | 71% vs them | Positive | Strong AI features, Modern UX | Limited scalability, New to market |
| New Entrant D | 12% (1,542) | 89% vs them | Watching | Innovative approach, VC-backed | Unproven, Limited features |
| Legacy Player E | 7% (899) | 93% vs them | Negative | Market tenure, Compliance | Outdated tech, Poor UX |
43% of customers explicitly requesting AI capabilities. This is our highest-impact opportunity to differentiate from competitors and drive upgrade revenue.
26% of mid-market customers find pricing prohibitive, with 18% actively evaluating CompetitorA. Urgent action needed to prevent churn.
31% requesting better self-service options. Opportunity to reduce support costs by 40% while improving customer satisfaction.
SMB segment shows lowest NPS (58) and retention (82%). Targeted engagement program can improve retention by 8-10%.
31% requesting mobile improvements. While not critical, enhanced mobile experience will improve daily active usage and stickiness.