How Insight Advantage Turned NPS Verbatims into Clearer Drivers of Customer Satisfaction
NPS drivers
explored from high-level themes to detailed verbatims
One workflow
for theme discovery, sentiment, and client-ready recommendations
Less manual coding
replaced fragmented manual and AI-assisted processes
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The challenge: explaining what sits behind NPS and satisfaction scores
Company
Insight Advantage helps organizations convert customer feedback into clear, actionable guidance across satisfaction and NPS programs.
Industry
Independent research consultancy
Core outcomes
Insight Advantage needed a stronger way to analyze complex customer feedback while keeping delivery practical for ongoing client work. The goal was not simply to code verbatims faster. It was to explain what was driving satisfaction and NPS outcomes in a way clients could act on.
Before AddMaple, that meant piecing together manual interpretation, verbatim coding, and separate AI workflows. Each step added friction: themes had to be organized, sentiment had to be interpreted, and the link between top-level patterns and detailed comments had to be maintained carefully enough for client delivery.
AddMaple gave Andrew a more structured route through the analysis. He could move from macro-level theme visibility into deeper exploration without changing tools, helping clients see the high-level pattern first and then drill into the detail behind it.
I was able to deliver deeper insights about the drivers of my client's NPS and customer satisfaction scores.
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A more structured path from verbatims to recommendations
The workflow became more structured: identify macro themes, interpret sentiment within each theme, and validate findings through targeted deep dives. This removed much of the previous ambiguity around how to move from coded text to strategic implications, while still leaving room for expert judgment where it mattered.
For clients, the impact showed up in the quality of the conversation. Insight Advantage could surface relationship drivers more clearly and connect findings to practical recommendations instead of delivering only summary-level observations. The process shifted from reporting outcomes to explaining causes in a way clients could act on.
Structured theme and sentiment analysis for satisfaction studies.
Interactive view of NPS and satisfaction drivers across themes.
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Outcome: deeper NPS insight with less analysis friction
For Insight Advantage, AddMaple created a calmer, more consistent workflow for turning verbatim feedback into client-ready NPS and satisfaction insight.
Instead of moving between fragmented tools and manual coding steps, Andrew can work through themes, sentiment, and supporting comments in one place. The practical outcome is faster, clearer, and more confident delivery.
Life after AddMaple feels calmer and less challenging - I am a happier researcher.