Viewing as
Surve.AI tailors depth to the role — same underlying data, different altitude
The headline: shipping is becoming our top retention risk
Across 1,956 screened responses, satisfaction held steady overall (NPS 47, +1 vs. last cycle) but shipping speed and tracking accuracy emerged as the fastest-growing complaint — up 18% in mentions and trending toward a 9–14% further rise over the next month. Checkout friction remains the #2 issue. On the positive side, packaging and loyalty redemption are now net-positive themes worth amplifying in marketing.
NPS (this cycle)
47 ▲ 1
Top risk
Shipping & tracking
Recommended action
Brief fulfilment before peak season
Decisions logged from this report
-
Escalate carrier review with fulfilment ahead of Q4 peak
Logged by Marcus Webb · linked to "Shipping speed & tracking" insight · 2 hours ago
-
Pull packaging quotes for Q4 brand campaign creative
Logged by Devon Cole · linked to "Packaging & unboxing feel" insight · yesterday
Theme-level detail with confidence & sample sizes
| Theme | Mentions | Sentiment | Confidence | Trend |
|---|
Confidence reflects the model's clustering certainty — themes below 80% are held for analyst review before being surfaced to executives.