Customer Feedback & Voice-of-Customer Signal Intelligence

Lattice Operations · Rolling 30 Days ending June 28, 2024

Weighted Pain Theme Volume
3,847
+12.3%
Enterprise NPS (Product)
11
-18 pts
Feedback→Roadmap Conv.
22.4%
+3.1%
Feedback Loop Closure
68.2%
+5.4%
Avg Time-to-Acknowledge
18.3h
-4.2h
G2 Sentiment Delta
-0.23
Features

Pain Theme Volume by Product Area (30-Day)

Sentiment Velocity Heatmap (Weekly)

W1
W2
W3
W4
W5
W6
Enterprise
-0.08
-0.12
-0.18
-0.24
-0.31
-0.29
Growth
-0.05
-0.09
-0.11
-0.16
-0.22
-0.19
Mid-Market
+0.03
-0.02
-0.06
-0.08
-0.11
-0.09
SMB
+0.07
+0.04
+0.02
-0.03
-0.05
-0.04
Alert: Enterprise sentiment velocity accelerating negative post-Rippling launch (Week 5).

NPS by Product Area & Segment

Feedback Source Flow → Roadmap Commitment (30-Day)

Feedback Loop Closure Rate

Support CSAT by Area

Time-to-Acknowledge (Hours)

Feedback Intelligence Data Table

Pain Theme Product Area Volume Weighted Sentiment Roadmap? Status
Reporting Customization Gaps Reporting 847 1,243 -0.68 Committed Q3
Mobile Experience Slowness Mobile 612 892 -0.54 In Progress
Bulk Action Limitations Workflows 534 687 -0.42 Under Review
API Rate Limit Constraints Integrations 421 614 -0.38 Committed Q4
Onboarding Flow Complexity Onboarding 389 512 -0.33 In Progress
Permission Model Rigidity Security 347 498 -0.29 Backlog
Search Result Relevance Search 298 412 -0.26 Under Review
Notification Overload Notifications 276 351 -0.22 Committed Q3

Feature Request Density by ARR Tier

Review Site Sentiment Comparison

Churn Interview Pain Theme Frequency (Last 90 Days)

Critical Insights

High Alert
Enterprise NPS for Reporting dropped 18 pts in 6 weeks post-Rippling launch.
Action Required
Acct-047 (ARR $380K) logged 14 distinct themes in 90 days—highest density.
Positive Trend
Feedback Loop Closure Rate improved 5.4% this period (62.8%→68.2%).
Strategic Account Watchlist
Acct-047 14 themes
Acct-112 11 themes
Acct-089 9 themes