Voice of Customer Sentiment Intelligence

Arclume Technologies • Last updated: Dec 20, 2024 14:32 UTC

Weighted NPS (All)
+42
+6 vs last period
Sentiment Velocity Index
+2.3
7-day delta
Negative Sentiment Share
28.4%
+1.2pp vs avg
Detractor Recovery Rate
24%
Q3 2024
Avg Response Rate
31.8%
+3.1pp MoM
Feedback Anomaly Score
2.8σ
Day 61 SLA event

Sentiment Trend with Volume Anomaly Overlay (90 days)

Promoter % Passive % Detractor % Anomaly events

Theme-Level Negative Sentiment Distribution

Weighted NPS by Account Tier (90 days)

CES by Journey Stage

Lower CES = better (less effort). Target: ≤2.5

Resolution-to-Satisfaction Lag Distribution

Time from ticket resolution to positive CSAT response (hours)

Feedback Theme × Account Tier Intersection

Theme Enterprise Neg% Mid-Market Neg% SMB Neg% Volume Trend
Billing & Invoicing 34% 18% 22% 412
Mobile App UX 21% 38% 29% 531
Reporting & Analytics 29% 26% 19% 387
Support Response Time 16% 24% 41% 628
Integrations & API 42% 31% 14% 294
Onboarding Experience 12% 15% 18% 219
Performance & Speed 27% 22% 25% 456
Feature Requests 8% 11% 9% 342

Recent Open-Text Sentiment Sample

Enterprise • Billing & Invoicing • Dec 18, 2024
"The v2.4.1 billing UI regression has caused massive confusion across our finance team. Invoice exports are now missing line-item detail we rely on for reconciliation. This needs immediate rollback."
Sentiment: -0.82 • Account: $340K ARR
Mid-Market • Feature Requests • Dec 17, 2024
"The new resource forecasting module is a game-changer. We've cut planning cycles from 3 weeks to 4 days. Would love to see this expanded to include contractor capacity modeling."
Sentiment: +0.91 • Account: $87K ARR
SMB • Support Response Time • Dec 16, 2024
"Support response times have doubled since the SLA tier restructuring. It's frustrating because the product is great, but when we hit an issue we're stuck waiting 18+ hours for a reply."
Sentiment: -0.34 • Account: $12K ARR
Enterprise • Integrations & API • Dec 15, 2024
"API documentation improvements over the last quarter have been fantastic. Our dev team was able to build a custom Salesforce sync in half the time we budgeted. Keep it up."
Sentiment: +0.88 • Account: $620K ARR
Mid-Market • Mobile App UX • Dec 14, 2024
"Mobile app is nearly unusable on tablets. Navigation overlaps content, form fields don't resize properly, and we're seeing session crashes on iOS. This is a major blocker for our field teams."
Sentiment: -0.76 • Account: $94K ARR
SMB • Onboarding Experience • Dec 13, 2024
"Onboarding was seamless. The guided setup wizard + video walkthroughs got our whole team productive in under a week. Exactly what we needed as a small team."
Sentiment: +0.84 • Account: $9K ARR
Enterprise • Reporting & Analytics • Dec 12, 2024
"Reporting is powerful but the learning curve is steep. Custom dashboards take our analysts hours to configure. A template library would help a lot."
Sentiment: -0.19 • Account: $410K ARR
Mid-Market • Performance & Speed • Dec 11, 2024
"Platform performance has noticeably improved over the past month. Dashboard load times cut in half, bulk imports much faster. Big quality-of-life win for daily users."
Sentiment: +0.79 • Account: $68K ARR