Voice of Customer Intelligence & Sentiment Analytics

Luminary Telecommunications · 890K Active Subscribers · Real-time VoC Theme Detection

Goal: Reduce 90-day detractor churn by 20%, protecting $3.8M ARR through theme-driven recovery actions

Overall NPS
38
-10 (outage impact)
Detractor Recovery Rate
23%
+4% vs. prior 30d
Theme Emergence Index
7.2
3 new themes detected
Promoter Amplification
41%
+6% MoM
Survey Response Rate
18%
-2% MoM
Verbatim Resolution
67%
+11% vs. Q1

Sentiment Velocity by Theme (30-Day Momentum)

Week 9
Week 10
Week 11
Week 12
Service Reliability
+31%
+24%
+18%
+9%
Customer Support
-8%
-11%
-7%
-4%
Billing Clarity
+12%
+7%
+6%
+2%
Network Speed
+3%
-5%
-3%
0%
App Experience
-13%
-9%
-10%
-6%
Contract Flexibility
+8%
+4%
+5%
+3%

Positive velocity = negative sentiment accelerating (red). Negative velocity = sentiment improving (green). Week 5 outage visible in Service Reliability spike.

Theme Emergence Timeline (12 Weeks)

Detractor Journey Recovery

Theme-to-Operational Metric Correlation (r²)

Survey Response Rate by Channel

Post-Call IVR 24%
Mobile App 19%
Email Survey 12%
Web Portal 8%

Demographic Effort Disparity

Age 18-34 CES 3.2
Age 35-54 CES 2.8
Age 55+ CES 4.1
Enterprise CES 2.3
SMB CES 3.5

Higher CES (Customer Effort Score) = more friction. Age 55+ showing 46% higher effort than enterprise.

VoC-to-Product Change Latency

Avg. Detection to Ticket 3.2d
Ticket to Assignment 1.8d
Assignment to Resolution 12.4d
Total Cycle Time 17.4d
Target ≤14d

Promoter Activity Amplification

Competitive Sentiment Comparison

Verbatim Theme Intelligence (Top Issues, Last 7 Days)

Theme Mentions Avg. Sentiment Velocity (7d) Top Verbatim Action
Service Reliability 1,847 -0.62 +18% "Outage lasted 6 hours, no proactive update" Escalated
Billing Clarity 923 -0.31 +6% "Hidden fees in my statement again" Monitoring
Customer Support 1,204 +0.21 -7% "Agent resolved my issue in one call" Improving
App Experience 687 +0.44 -10% "New UI is clean and faster" Stable
Contract Flexibility 512 -0.18 +5% "Locked in for 2 years, can't switch plan" Review
Network Speed 1,098 -0.04 0% "Speed is fine, no complaints" Neutral

Theme Emergence Score (Rolling 30-Day)

Net Revenue Retention Impact

Current NRR 94.2%
Detractor Cohort ARR at Risk $3.8M
Recovery Actions Deployed 142
ARR Protected (90d) $876K
Projected NRR (if goal met) 96.8%