NPS driver tree

This driver tree links NPS to the experiences that shape whether customers recommend a product. Product value covers whether the core workflow works reliably and whether users reach value through onboarding and adoption. Service experience covers the ability to get help, the speed of response, and the quality of resolution. The score itself is an outcome, not a lever, so the tree focuses the team on measurable experiences that can change it. Combine survey comments with product and support data before prioritising work. Add pricing or value-for-money as a separate branch if it emerges consistently in detractor feedback. It gives readers a concise reference they can reuse when discussing the result with colleagues.