Feedback data analyzer
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The feedback data analyzer turns a raw feedback export into a report: paste or upload a CSV with a header row and it finds the score columns (0–10 for NPS, 1–5 or smileys for satisfaction), the date, the comment and the segment columns such as branch or channel, then shows the scores overall, by segment and by month, the most frequent words and phrases in comments and a sample of what detractors wrote. Everything runs in your browser; the file is never uploaded.
How to use the analyzer
Export your responses from whatever you use today (a survey tool, a spreadsheet, a kiosk vendor's dashboard) as CSV with one row per response and a header row. Paste the text or choose the file. Comma, semicolon and tab separators are detected automatically, as are quoted fields.
The “Detected” line under the input shows which column was taken for what. If you have several segment columns (branch, channel, service), pick the one to group by. Up to about 50,000 rows run comfortably.
How it is calculated
NPS = % of answers 9–10 minus % of answers 0–6, computed from counts across all rows (never by averaging segment scores). CSAT = share of 4–5 answers (or happy faces) among rated rows. Blank and out-of-range values are counted and ignored. Months come from any recognisable date format; comment themes are word and two-word frequencies after removing common words in English, Arabic, Turkish and Russian.
Segment and month tables use the same counts, so the overall score always equals the properly weighted combination of the segments, the mistake most spreadsheets make.
What to do with the result
Sort the segment table by score and read it together with the response counts: the segment to start with is the lowest score that has enough responses to trust. Then read the detractor comments for that segment; they usually name one cause (waiting time, a missing document, one counter). Fix that, and compare next month's number for the same segment.
The analyzer is for a one-off export. When you want this view every morning, per branch, with a case opened for each detractor while the customer is still reachable, that is a feedback platform: see analytics and reports and closed-loop ticketing.
Frequently asked questions
Which columns does it need?
At least one score column: whole numbers 0–10 (treated as NPS) or 1–5 / smiley words (treated as satisfaction). Date, comment and segment columns are optional and detected automatically.
My score column was detected as the wrong type.
Rename the header to include “nps” or “recommend” for a 0–10 column, or “csat” / “satisfaction” for a 1–5 column, and paste again. Detection uses the header text as a tie-breaker.
Is my data uploaded anywhere?
No. Parsing and calculation happen in your browser. Only the e-mail report, if you ask for it, is sent, and it contains the tables, not the raw rows.
Why are the NPS bars offset by 100?
NPS runs from −100 to +100, so to draw it as a bar the tool adds 100: a bar at 150 means NPS +50, a bar at 80 means NPS −20. The month label shows the real score in the e-mail report.
How large a file can it handle?
Up to 8 MB, which is roughly 50,000 responses with comments. For larger exports, split by period.
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