Customer Experience & Sentiment
Voice of the customer
Net Promoter Score
Monthly survey, n≈4.2K
45
Promoters 56% · Passives 28% · Detractors 16%
Return reasons
% of returns
Cohort retention
% of first-order cohort purchasing again
| Cohort | M1 | M2 | M3 | M4 | M5 | M6 |
|---|---|---|---|---|---|---|
| Mar | 100% | 34% | 27% | 23% | 21% | 19% |
| Apr | 100% | 36% | 28% | 24% | 22% | |
| May | 100% | 33% | 26% | 22% | ||
| Jun | 100% | 38% | 30% | |||
| Jul | 100% | 39% | ||||
| Aug | 100% |
Review sentiment by brand
AI-classified reviews, last 90 days