💬 Customer Sentiment Analysis

Deep dive into customer feedback, emotions, and satisfaction drivers

310 Projects | 850+ Reviews Analyzed

📊 Net Promoter Score (NPS) Analysis

Would customers recommend Zoro Technologies to others?

2023 NPS

-52
Detractor Zone
Detractors 60%
32%
8%

2024 NPS

+10
Passive Zone
20%
Passives 50%
30%

2025 NPS

-2
Borderline
25%
Passives 52%
23%

⭐ Rating Distribution

Star ratings across all projects

Rating 2023 2024 2025 Total Trend
⭐⭐⭐⭐⭐ (5/5) 5 (5%) 18 (17%) 15 (14%) 38 ↑ +180%
⭐⭐⭐⭐ (4/5) 17 (18%) 38 (36%) 35 (32%) 90 ↑ +106%
⭐⭐⭐ (3/5) 40 (42%) 35 (33%) 42 (38%) 117 +5%
⭐⭐ (2/5) 27 (28%) 12 (11%) 15 (14%) 54 ↓ -44%
⭐ (1/5) 6 (6%) 2 (2%) 3 (3%) 11 ↓ -50%

😊 Emotion Analysis

Key emotions expressed in customer feedback

✅ Positive Emotions

😊 Satisfied (142) 🎉 Impressed (68) 👍 Relieved (52) 🤝 Trusting (45) ⭐ Delighted (38)
345 positive mentions

❌ Negative Emotions

😤 Frustrated (128) 😞 Disappointed (85) 😠 Angry (42) 🤦 Confused (65) 😰 Anxious (38)
358 negative mentions

💬 Voice of the Customer

Representative quotes from customer feedback

Positive Feedback

"Design system works perfectly. First drafts now match our vision."
— Green Trends, 2025
"Site is faster. No more crashes. VPS upgrade working well."
— Good Luck Operations, 2024
"Same designer from 2023 - she now understands our industry."
— Mani Salon Owner, 2024

Critical Feedback

"I had to explain requirements THREE TIMES. Meeting notes apparently lost."
— Good Luck Management, 2025
"PM LEFT AND NO ONE KNEW ANYTHING! Had to explain everything again."
— Mani Salon Director, 2025
"The product is great but the process is terrible. You need a proper PMS!"
— KL House Clinic, 2025

📉 Top Complaint Categories (3-Year Analysis)

PMS/CRM Absence
47% (2025) ↑
Meeting Notes Lost
41% (2025) ↑
Context Dropped
38% (2025) ↑
Handoff Failures
35% (2025) ↑
SEO Results Slow
28% (stable)
UI/UX Revisions
8% (2025) ↓
Hosting Issues
3% (2025) ↓

⚠️ Escalation Trend

Escalation Level 2023 2024 2025 Trend
Project Manager 85 32 45 ↑ +41%
Department Head 38 12 22 ↑ +83%
CXO Level 12 3 8 ↑ +167%
Legal Threats 3 0 1 New in 2025
⚠️ Warning: Escalations Rising Again
After dropping 66% in 2024, escalations increased 62% in 2025 - driven entirely by PMS/CRM operational issues, not technical problems.

📈 Sentiment Score Trend

Promoter Zone Passive Zone Detractor Zone +50 0 -50 -52 +10 -2 2023 2024 2025

💬 Common Feedback Keywords

delayed improved frustrated professional PMS communication design handoff hosting lost notes responsive waiting quality context lost

🔄 Client Retention Funnel

All Clients: 10 Repeat Clients: 9 (90%) Satisfied (3+): 7 (70%) Promoters: 3 (30%)