NPS Driver Tree

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.

Type Arbre de décisionNorme Howard-Raiffa / CART-sklearn / taxonomyMoteur schematex-decisiontreeMis à jour 24/09/2026

La demande

“An NPS driver tree with Product value and Service experience branches. Include reliability, core workflows, onboarding, feature adoption, support access, response speed, resolution quality, and ownership.”

Essayez ensuiteAdd a pricing and value-for-money branchAdd detractor feedback under every leaf

Ce que contient ce dessin

Comprenez les décisions qui le sous-tendent.

01Product value

Test whether customers complete their core job.

02Service

Test ease, speed, and resolution of support.

03Voice of customer

Link branches to feedback and behavioural data.

Use to organize an NPS improvement programme without relying on the score alone.

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FAQ

Questions fréquentes

Is NPS itself a driver?

No. It is an outcome measure of customer sentiment.

Why use feedback with the tree?

Comments help identify which experience branches matter most to customers.

Can pricing be a driver?

Yes, when perceived value for money materially affects recommendation.