Word Cloud — NPS Detractor Themes, Coded Comments
What 412 detractors (scores 0–6) wrote in a quarterly NPS survey of a B2B invoicing product, coded into 16 themes: 561 coded mentions, led by "bank reconciliation errors" (96) and "slow page loads" (81). Sized by mentions, so a theme raised twice in one comment counts once per comment. Illustrative values.
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title "NPS detractor themes — 561 coded mentions from 412 comments (illustrative)"
# Open-text answers to "What is the main reason for your score?", double-coded
# by two analysts (kappa 0.81). Weight = comments mentioning the theme.
"bank reconciliation errors" 96
"slow page loads" 81
"support response time" 64
"price increase" 58
"missing integrations" 47
"confusing VAT settings" 39
"export to Excel" 33
"mobile app" 27
onboarding 24
"duplicate invoices" 21
permissions 17
"outage in March" 15
dashboard 12
multi-currency 11
"email reminders" 9
"API limits" 7