CUSTOMER SENTIMENT ANALYSIS
Reviews Analyzed: 850+ Customer Feedback Entries
Method: Sentiment Classification & NPS Analysis
Date: March 2025
Data Source: Zoro Technologies (n=310 projects)
Net Promoter Score (NPS) Summary
| Year |
Promoters (9-10) |
Passives (7-8) |
Detractors (0-6) |
NPS Score |
Classification |
| 2023 |
8% |
32% |
60% |
-52 |
Detractor Zone |
| 2024 |
30% |
50% |
20% |
+10 |
Passive Zone |
| 2025 |
23% |
52% |
25% |
-2 |
Borderline |
NPS Scale: -100 to +100 | Calculated as: % Promoters - % Detractors
Star Rating Distribution
| Rating |
2023 (n=95) |
2024 (n=105) |
2025 (n=110) |
Total (n=310) |
Trend |
| 5 Stars (Excellent) |
5 (5%) |
18 (17%) |
15 (14%) |
38 |
+180% |
| 4 Stars (Good) |
17 (18%) |
38 (36%) |
35 (32%) |
90 |
+106% |
| 3 Stars (Average) |
40 (42%) |
35 (33%) |
42 (38%) |
117 |
+5% |
| 2 Stars (Poor) |
27 (28%) |
12 (11%) |
15 (14%) |
54 |
-44% |
| 1 Star (Very Poor) |
6 (6%) |
2 (2%) |
3 (3%) |
11 |
-50% |
Emotion Classification
| Sentiment |
Emotion |
Count |
% of Total |
| Positive |
Satisfied |
142 |
16.7% |
| Impressed |
68 |
8.0% |
| Relieved |
52 |
6.1% |
| Trusting |
45 |
5.3% |
| Delighted |
38 |
4.5% |
| Total Positive |
345 |
40.6% |
| Negative |
Frustrated |
128 |
15.1% |
| Disappointed |
85 |
10.0% |
| Confused |
65 |
7.6% |
| Angry |
42 |
4.9% |
| Anxious |
38 |
4.5% |
| Total Negative |
358 |
42.1% |
Complaint Category Analysis (2025)
| Rank |
Complaint Category |
Frequency |
% of Total |
Trend vs 2024 |
| 1 |
PMS/CRM Absence |
52 |
47% |
↑ NEW ISSUE |
| 2 |
Meeting Notes Lost |
45 |
41% |
↑ +156% |
| 3 |
Context Dropped |
42 |
38% |
↑ +89% |
| 4 |
Handoff Failures |
39 |
35% |
↑ +125% |
| 5 |
SEO Results Slow |
31 |
28% |
→ Stable |
| 6 |
UI/UX Revisions |
9 |
8% |
↓ -73% |
| 7 |
Hosting Issues |
3 |
3% |
↓ -87% |
Escalation Analysis
| Escalation Level |
2023 |
2024 |
2025 |
2024→2025 |
| Project Manager Level |
85 |
32 |
45 |
+41% |
| Department Head Level |
38 |
12 |
22 |
+83% |
| CXO Level |
12 |
3 |
8 |
+167% |
| Legal Threats |
3 |
0 |
1 |
New |
| Total Escalations |
138 |
47 |
76 |
+62% |
Warning: Escalations increasing again after 66% drop in 2024
Voice of Customer - Representative Quotes
| Type |
Quote |
Source |
Year |
| Positive |
"Design system works perfectly. First drafts now match our vision." |
Green Trends |
2025 |
| Positive |
"Site is faster. No more crashes. VPS upgrade working well." |
Good Luck |
2024 |
| Positive |
"Same designer from 2023 - she now understands our industry." |
Mani Salon |
2024 |
| Negative |
"I had to explain requirements THREE TIMES. Meeting notes apparently lost." |
Good Luck |
2025 |
| Negative |
"PM LEFT AND NO ONE KNEW ANYTHING! Had to explain everything again." |
Mani Salon |
2025 |
| Mixed |
"The product is great but the process is terrible. You need a proper PMS!" |
KL House Clinic |
2025 |
Key Sentiment Insights
Summary
- NPS Recovery then Decline: -52 (2023) → +10 (2024) → -2 (2025)
- Sentiment Split: 40.6% positive vs 42.1% negative (2025)
- Issue Migration: Technical complaints resolved, operational complaints surged
- Escalations Rising: +62% increase in 2025 after dropping 66% in 2024
- Root Cause: Absence of PMS/CRM system drives 47% of 2025 complaints