Your website's visitor satisfaction shows positive momentum this month, with NPS reaching its highest level in 6 months. Mobile experience improvements are beginning to show results, though checkout optimization remains a key opportunity.
+32
Net Promoter Score
+5 vs last month
4.2
Customer Satisfaction (1-5)
Stable
4.1
Ease of Use (1-5)
-0.2 vs last month
4.4
Content Quality (1-5)
+0.3 vs last month
NPS Trend (6 Months)
Jul: 24Aug: 26Sep: 29Oct: 27Nov: 30Dec: 32
CSAT Trend (6 Months)
Jul: 4.0Aug: 4.1Sep: 4.2Oct: 4.1Nov: 4.2Dec: 4.2
NPS Breakdown
Understanding the distribution of your promoters, passives, and detractors:
52%
Promoters
Score 9-10
+3% vs last month
28%
Passives
Score 7-8
-1% vs last month
20%
Detractors
Score 0-6
-2% vs last month
Feedback Analysis
Key themes from open feedback responses:
What Visitors Love
"Great product selection"43%
"Helpful product reviews"38%
"Fast shipping"34%
"Easy to navigate"29%
Areas for Improvement
"Checkout takes too long"31%
"Mobile site is slow"28%
"Too many pop-ups"22%
"Search could be better"18%
Industry Benchmarking
See how you compare to similar websites and industry standards:
NPS vs E-commerce Average
+32vs+22
10 points above average
CSAT vs Industry
4.2vs4.0
Above industry standard
Mobile Experience
4.0vs4.1
Slightly below average
Priority Actions
Based on this month's data, here are the most impactful improvements you can make:
Streamline Checkout Process
31% of negative feedback mentions checkout complexity. Consider implementing guest checkout, reducing form fields, and showing shipping costs earlier in the process.
Expected Impact: Could increase NPS by 3-5 points and reduce cart abandonment by 15-20%
Optimize Mobile Performance
Mobile speed complaints are down from last month but still affect 28% of users. Continue mobile optimization efforts with focus on image compression and script optimization.
Expected Impact: Could improve mobile CSAT by 0.2-0.4 points
Review Pop-up Strategy
22% of users find pop-ups intrusive. Consider reducing frequency for returning visitors or implementing exit-intent triggers only.
Expected Impact: Could reduce detractor percentage by 2-3%
Next Steps
1
Implement Changes
Focus on checkout optimization as the highest-impact improvement
2
Monitor Impact
Track next month's metrics to measure improvement effectiveness
3
A/B Test
Test popup reduction strategy with a portion of your traffic
4
Benchmark Progress
Aim to reach NPS +35 and CSAT 4.4 by February 2025
Export & Share
Save this report or share with your team to track progress