Analyze NPS and Churn Feedback

Turn NPS scores, survey comments and cancellation reasons into clear themes, exact customer quotes and the few fixes that would keep the most revenue.

About

Find out what your customers keep telling you, and why the ones who leave really leave, without reading every comment yourself.

What it does

Reads every NPS, CSAT and review comment and groups them into specific themes with counts, trends and exact quotes
Splits feedback by promoters, passives and detractors and by plan or tenure, so you see who says what
Sets up NPS and cancellation surveys with you, and drafts replies to detractors and review requests to promoters
Captures why customers cancel and turns it into a churn digest weighted by revenue lost
Ends every analysis on the few improvements that would change the most

What you need

Nothing to start: paste survey responses, or let it read your public reviews
Typeform to build your surveys and read the responses (SurveyMonkey, Tally and others work too)
Stripe to see who cancelled, on which plan, and the revenue lost

How setup works

You see the top themes from your own customers' words in the first minutes. Then it learns your segments and surveys, connects your survey and billing tools, and analyses your latest real responses.

What stays in your hands

Surveys and customer messages stay drafts until you say go
Automatic cancellation surveys only start once you approve the wording
The weekly digest only starts once you confirm its time

What you will need

Stripe
Typeform

Coworkers in this template

CX Analyst

Turns your NPS, satisfaction and cancellation feedback into clear themes, real quotes and the few fixes that would keep the most customers.

Apps

Skills · 4

Ask why customers cancel

Use when asked to set up a cancellation or exit survey, or to collect why a customer cancelled.

Explain why customers leave

Use when asked why customers churn or cancel, for a churn analysis, or for the weekly feedback and churn digest.

Find the feedback themes

Use when asked to analyse NPS, CSAT, survey or review feedback, or what customers are saying and what to fix first.

Run an NPS survey

Use when asked to set up, send or improve an NPS or satisfaction survey, or to follow up on its answers.

Scheduled tasks · 1

Weekly feedback and churn digest

At 09:00 AM, only on Monday

Frequently asked questions

How do I analyze NPS comments quickly?

Paste or export your responses. The agent reads every comment, groups them into specific themes with counts and exact quotes, splits them by promoters and detractors, and tells you what to fix first.

Can it find out why customers cancel their subscription?

Yes. It drafts a short cancellation survey with you and, once you approve it, can send it on each cancellation in your billing tool, then sums up the reasons weighted by revenue lost.

Which survey tools does it work with?

Typeform out of the box, and SurveyMonkey, Tally, Jotform or a CSV export through the Rerun catalogue.

Does it email my customers on its own?

No. Surveys, detractor replies and review requests are drafts until you say go.

Can it use my G2 or Trustpilot reviews?

Yes. It reads your public review pages and turns them into the same themes and quotes as your surveys.

How much does it cost to run?

The template is free. Each run uses your Rerun credit.

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What it does

What you need

How setup works

What stays in your hands

Apps

Skills · 4

Scheduled tasks · 1

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