Understand what's driving CSAT and NPS changes
For when leadership asks 'why did NPS drop 8 points?' and you have 48 hours to answer.
Customer Workflow Examples
CX Analyst
Financial Services
Situation
A CX team noticed CSAT dropping for a specific product line but couldn't pinpoint which touchpoints were responsible.
Action - prompted Claude with Enterpret MCP connector
Break down negative CSAT feedback for my product line by customer journey stage — onboarding, usage, support, billing. Where is satisfaction dropping?
Impact
70% of negative CSAT was concentrated in onboarding. A targeted onboarding improvement lifted CSAT by 12 points.
CX Director
Consumer Internet
Situation
A CX team’s NPS monitoring was drowning in noise — too many minor fluctuations triggered false alarms, masking the real signal.
Action — configured Quality Monitor agent with stricter thresholds
Quality Monitor agent with strict thresholds — only fires when a detractor theme genuinely spikes, not on every minor fluctuation.
Impact
Started receiving only actionable alerts. Caught a mobile regression that drove 62% of the quarter’s NPS drop — a signal previously lost in alert fatigue.
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VP of CX
Social Platform
Situation
NPS dropped 8 points in Q3 and the CEO wanted to know why before the board meeting. The team had 2,400 verbatim responses to analyze.
Action - asked Enterpret AI
What are the top themes from NPS detractors (score 0-6) in Q3? Compare to Q2 detractors. Which themes grew the most?
Impact
Found that 62% of the decline was driven by mobile app performance after a June update. Engineering reprioritized mobile fixes.
