Voice-of-Customer Intelligence

Luminary Analytics • Q4 2024 • 90-day rolling window

NRR Target

110%

Current NRR

108.2%

Theme Emergence Velocity

4.2

+1.3 themes/wk

Frustration Intensity

7.8

-0.4 pts

Competitor Sentiment

0.42

-0.18 ratio

Verbatim Resolution

64%

+8%

Advocacy Language

18.3%

-4.2%

Convergence Score

+5 pts

Theme Emergence Velocity — New Themes per Week

Frustration Intensity by Theme

Top Enterprise Themes

API documentation

8.9

Onboarding follow-up

8.3

Integration marketplace

7.8

Dashboard load time

7.2

Export limitations

6.5

Multi-Channel Feedback Convergence — Theme Mentions by Source

Survey

Support

Reviews

Sales Calls

CSM Notes

API docs

Onboarding

Integrations

Performance

Export limits

Competitor Mention Sentiment Ratio

Theme-to-Churn Correlation Index

Theme Intelligence Detail — Top 8 Themes

Theme	Velocity	Intensity	ARR Impact	Resolution %	Owner	Lag (days)
API documentation unclear	5.2	8.9	$2.1M	48%	Product-Eng	18
Onboarding no follow-up	4.8	8.3	$1.8M	61%	CX Ops	14
Integration marketplace gap	6.1	7.8	$3.4M	33%	Product-BD	22
Dashboard load time	3.9	7.2	$1.2M	72%	Eng-Infra	7
Export format limits	3.2	6.5	$0.9M	58%	Product-Eng	11
Mobile app missing features	2.8	6.1	$0.6M	44%	Product-Mobile	19
Pricing transparency	2.4	5.8	$1.4M	81%	RevOps	5
Data refresh lag	2.1	5.3	$0.7M	69%	Eng-Data	9