NPS and CSAT trend report

Q: How often should you review NPS?

Weekly for trend monitoring; quarterly for strategic reviews. Daily review is rarely useful because individual responses are noisy.

Q: What is a good NPS score?

It depends heavily on category. B2B SaaS NPS varies from 20 to 70; what matters more is the trend, the gap between promoters and detractors, and what changed in the open-text themes.

Weekly automated NPS and CSAT report with score breakdowns by segment, themes from open-text, and the accounts driving movement.

Use this template How automations work

Runs weekly Scheduled Delivered to Slack, Email

NPS and CSAT trend report

Active

Trigger

Runs weekly

Instructions

Compile a weekly NPS and CSAT trend report.

Delivery

Slack · Email

Example output

A realistic sample of what this automation delivers — your version draws on your data.

NPS and CSAT trend report Runs weekly · Sent to Slack, Email

Sample output

NPS, last 12 weeks

NPS this week: 47 (rolling 30d). +3 vs. last week, +8 YoY.

Promoters (52%): 41 responses. Top themes: “fast”, “the AI actually answers”, “saves us a dashboard”.
Passives (43%): 33 responses. Mostly “I want X feature” — top requests: scheduled exports, role-based dashboards.
Detractors (5%): 4 responses. Two cite the warehouse picker, one cites pricing, one is a single-user free-tier expectation mismatch.

CSAT 4.7 / 5 on 124 support interactions (steady).

Movers. Acme upgraded to a 9 (was 6 three months ago) after the multi-region launch. NorthwindCo dropped from 9 to 7 — investigation links to the same usage decline the at-risk alert flagged.

The prompt

Copy, paste, customize.

Drop this into a Basedash automation. AI fills in the numbers from every source you've connected.

Instructions

Compile a weekly NPS and CSAT trend report.

Cover:

**Score.** Weekly NPS, CSAT, and CES. Compare to last week, last quarter, and same week last year.

**Segment cuts.** Score by plan, by company size, and by tenure.

**Themes.** Cluster open-text responses into 4-6 themes. For each theme, give the count and one representative quote.

**Account movement.** Promoters that became detractors, and detractors that became promoters. Name them.

**Action.** One specific recommendation for product, one for support.

Data sources