**Calculate the Loyalty Score:**
Use the responses from the column **"[Column with NPS ratings]"** in the attached CSV to calculate the Loyalty score using the following formulas:
- **NPS (Net Promoter Score)** = ((number of promoters − number of detractors) ÷ total responses) × 100
- Promoters = responses of 9–10
- Passives = responses of 7–8 (not used in calculation)
- Detractors = responses of 0–6
- **Loyalty Score** = (NPS + 100) ÷ 2
After calculating the Loyalty score, report where it lands on the following scale:
- **Very Good** = above 90%
- **Good** = 70–89%
- **Average** = 50–69%
- **Poor** = 30–49%
- **Very Poor** = 0–29%
Next, analyze the responses in the column **"[Column with qualitative explanations]"** in the CSV to identify common themes and provide clear, actionable suggestions for how the Loyalty score could be improved.📊 NPS → Loyalty (from Section 5 Choices)
Score distribution: 2:1, 3:1, 4:2, 5:3, 6:6, 7:12, 8:25, 9:23, 10:27 (N=100)
Promoters (9–10): 23 + 27 = 50
Passives (7–8): 12 + 25 = 37
Detractors (0–6): 1 + 1 + 2 + 3 + 6 = 13
NPS
50
−
13
100
×
100
=
37.0
100
50−13
×100=37.0
Loyalty Score
37.0
+
100
2
=
68.5
%
2
37.0+100
=68.5%
Scale placement: Average (50–69%)
💬 What respondents said (from Section 5 Explanation)
Common themes:
Clarity & completeness of information: frequent mentions of “information,” “clear,” “what I need,” and “don’t…” suggest some gaps in detail.
Simplicity / ease: “simple,” “easy” appear often—some praise, some skepticism that it’s really that simple for their use case.
Page & presentation: comments focus on what the page shows (bullets, layout, video/links) rather than deep product outcomes, indicating the page isn’t fully closing the confidence gap.
Quick supporting snippets:
“I am not provided with full information … I can’t watch the video clip or click on ‘learn more’”
“Bullets are high level… says simple and easy, and I’m sure it’s not that simple or easy to use.”
“The page is very attractive and clear… Companies that use this tool give us more confidence.”
🔧 How to lift NPS (turn 7–8s into 9–10s, reduce 0–6s)
Close the info gaps (reduce detractors)
Ensure all CTAs (“Learn more,” videos) work and land on feature-deep pages with step-by-step setup previews.
Add a succinct “Is this for me?” section mapping use cases to roles (Sales, Ops, SMB owner).
Make “simple & easy” credible (convert passives)
Replace generic claims with 1–2 minute demo clips showing a first-time setup and a complete workflow.
Publish a day-1 checklist and show time-to-value (“set up in 15 min; invite your team in 5”).
Strengthen proof at decision points
Place trust badges, recognizable logos, and short outcome stats (e.g., “Cut onboarding 40%”) adjacent to primary CTAs.
Add role-labeled testimonials (job title, company size, specific result).
Smooth the first 10 days
Offer a guided onboarding session or in-product checklist; trigger a success nudge after first key action (“Enable CRM sync,” “Invite team”).
If an NPS ≤6 is submitted, auto-ask the single biggest blocker and respond within 24–48h with a concrete fix or workaround.
Clarify pricing/value early
If “free/value” comes up, use a clean plan comparison (what’s in Free vs. Paid) and a concise ROI note (“Typical team saves X hrs/week in 2 weeks”).
With these changes, you’ll chip away at the 13 detractors and give the 37 passives the concrete evidence they need to become promoters, which will move NPS (and thus Loyalty) above the 70% “Good” threshold.