Reading Your NPS Dashboard
As soon as you log in to Cortex Voice, the Dashboard tab gives you an instant summary of your NPS data. Knowing how to read these indicators quickly lets you make decisions at the right moment — without spending hours digging through data.
The three key indicators
Calculated in real time (% Promoters − % Detractors). The colour of the score indicates your zone: red (<0), orange (0–29), green (30–69), deep violet (70+). A trend arrow shows whether the score is improving or declining compared to the previous period.
Three progress bars display the percentage of each group. Pay close attention to the passives trend — a rise in passives combined with a drop in promoters is an early warning sign of weakening satisfaction.
An NPS score calculated from fewer than 20 responses displays a reliability warning. Below 20 responses, the score can vary by ±15 points from random sampling alone. Cortex Voice alerts you automatically when the respondent base is too small to be meaningful.
Cortex Voice automatically displays your industry benchmark beneath your score. This lets you evaluate your performance not in isolation, but relative to your direct competitors. An NPS of +35 is excellent in SaaS; it is average in retail.
| NPS Zone | Score | Interpretation | Priority Action |
|---|---|---|---|
| Critical | < 0 | More detractors than promoters | Immediate detractor protocol |
| Needs Work | 0 – 29 | Fragile satisfaction, high churn risk | Priority verbatim analysis |
| Good | 30 – 69 | Solid foundation, active promoters | Promoter activation + optimization |
| Excellent | 70+ | Strong loyalty, organic growth possible | Referral programme + expansion |
Analyzing Verbatims with Cortex AI
Your NPS score tells you how many customers are satisfied. Verbatims tell you why. The Verbatims tab in Cortex Voice gathers all open-ended responses and processes them automatically with Cortex AI.
Navigating the Verbatims tab
Use the Promoters, Passives, and Detractors tabs to isolate verbatims by group. Always start with detractors — their comments contain the most actionable signals.
Cortex AI clusters verbatims by recurring theme (support, pricing, features, onboarding, etc.) and shows the frequency of each theme. A theme mentioned in more than 15% of responses within a segment is flagged as a priority.
Each verbatim receives a sentiment score from −5 (very negative) to +5 (very positive). Cortex AI understands English idioms and nuances — responses like "it's fine" will be correctly interpreted as neutral rather than positive.
| Theme | Typical Segment | Recommended Action |
|---|---|---|
| Support response time | Detractors | Revise SLA, train the team |
| Ease of use | Passives + Detractors | Improve onboarding, add tutorials |
| Report quality | Promoters | Highlight in demos |
| Pricing / value ratio | Passives | Clarify value proposition |
| Missing integrations | Detractors | Product roadmap, communication |
| Personalized support | Promoters | Leverage in testimonials |
Acting on Detractors
A detractor is not a lost customer — they are a customer who gave you a second chance by responding to your survey. The speed of your response is the single most decisive factor in recovery: 48 hours maximum for a first contact.
4-step follow-up protocol
As soon as a score of 0 to 6 is submitted, Cortex Voice sends an email notification to the assigned owner (configurable in Settings → Alerts). The alert includes the score, the verbatim, and the respondent's contact details.
Reach out by the customer's preferred channel (email or phone). Do not defend your product — listen. Use the formula: "Thank you for your feedback. Could you tell me more about what disappointed you?" Avoid generic templates.
In the Detractors tab, mark each case with a status: Contacted · In Progress · Resolved · Unrecoverable. Add an internal note describing the root cause and action taken. This tracking feeds your recovery metrics dashboard.
After resolution, wait 2 to 4 weeks before re-surveying this customer. If the score rises to 7+, the case is counted as recovered. Cortex Voice automatically calculates your recovery rate in the Metrics section.
Connect Cortex Voice to your CRM via Zapier to automatically create a follow-up task whenever a score ≤ 6 is received. See the article Integrating Cortex Voice with Zapier for the full guide.
Activating Promoters
Your promoters (scores 9–10) are your best marketing asset. They cost zero dollars to acquire and convert far better than any paid advertising. The goal is to activate them at the right moment, without being pushy.
3-step activation sequence
Cortex Voice automatically sends a personalized thank-you email within 2 hours of a promoter's response. This email can be customized in Settings → Message Templates. Keep the tone human, not corporate.
48 hours after the response, a second email invites the promoter to recommend your company. Set up a unique referral link per customer in Referral → Generate Link. The incentive can be a credit, a free month, or early access.
One week after the response, ask for a written testimonial or permission to use the verbatim in your marketing materials. Acceptance rates are significantly higher when the request follows a recent positive experience.
Before using a customer verbatim in your marketing communications, you must obtain explicit written consent. Cortex Voice generates a consent link you can include in your testimonial request email.
Continuous Improvement Cadence
NPS is only useful if you act on it regularly. A structured review cadence transforms a one-off survey into a continuous management system.
| Frequency | Participants | Review Content | Duration |
|---|---|---|---|
| Weekly | CS / Customer Success team | New detractors, follow-up statuses, verbatim alerts | 15 min |
| Monthly | CS + Product + Leadership | Score trend, recurring themes, recovery rate, actions taken | 45 min |
| Quarterly | Leadership + Teams | NPS vs targets, roadmap adjustments, survey programme review | 90 min |
The improvement loop
Export the monthly report from Reports → Export PDF and share it at the start of your meeting. When the whole team sees customer verbatims, a culture of continuous improvement spreads naturally — more effectively than any top-down directive.
Key Takeaways
Ready to turn your NPS data into real growth?
Cortex Voice automates analysis, alerts, and follow-up sequences — so you can focus on acting on the right signals at the right time.