Voice-of-Customer & Sentiment Signal Intelligence

Luminary Cloud · Real-time sentiment theme tracking & churn prediction intelligence

GRR
93.8%
-1.3pp vs Q-1
Sentiment-to-Churn Lead
23d
+2d vs avg
Active Velocity Alerts
3
High urgency themes
High-LTV NPS Divergence
-11
Threshold: -8
Escalation Predict Accuracy
87.2%
+3.1% MoM
Sentiment Recovery Vel
6.2d
Avg time to neutral

Sentiment Theme Velocity Matrix · 14-Day Rolling Window

Velocity Index: (mentions × avg severity) / days. Threshold: >1.5 = high alert · Nov 14 v4.2 API outage root cause identified

Sentiment Recovery Curve by Segment

Multi-Channel Coherence

Coherence = sentiment alignment across channels (1.0 = perfect). Target: >0.72

Feedback Source Signal-to-Noise Ratio

SNR = actionable feedback / total volume. Threshold: >0.22 (Review Sites failing)

NPS by Customer Segment · Last 30 Days

Sentiment Theme Intelligence · 14-Day Active Themes

Theme Category 14d Mentions Avg Severity Velocity Index Lead Time (d) Churn Impact Primary Source
Performance Degradation Infrastructure 127 8.3/10 2.10 19 $142k MRR Support Tickets
Integration Failures Product 94 7.8/10 1.90 22 $98k MRR In-App Feedback
API Reliability Infrastructure 86 7.5/10 1.84 26 $76k MRR Community
Documentation Gaps Enablement 71 5.2/10 1.38 34 $21k MRR Community
Billing Clarity Commercial 53 6.1/10 1.21 41 $18k MRR Support Tickets
UI/UX Friction Product 47 4.8/10 0.92 — $7k MRR In-App Feedback
Onboarding Complexity Enablement 39 5.5/10 0.79 — $4k MRR NPS Survey
Feature Requests (SSO) Product 34 3.2/10 0.51 — $2k MRR Review Sites

NPS Driver Regression Analysis

Coefficient = NPS point impact per 1-unit driver improvement

Community Advocacy Engagement Depth

High-value users (>5 posts + 10 reactions/mo) trending down

Sentiment-to-Churn Lead Time Distribution · Last 90 Days

Median lead time: 23 days · Target: >21d for intervention window

Feedback-to-Feature Conversion

Themes closed with roadmap action vs dismissed
Support Deflection Rate
64.3%
Self-serve resolution up 8pp
Pain-Point Resolution Rate
41%
3 of 7 high-velocity themes closed
Cost per Contact
$18.20
-$2.10 MoM via deflection
MRR at Risk (30d)
$316k
From active velocity themes