Live webinar
Beyond the Score: How to Analyze NPS Verbatims That Actually Drive Action
Most NPS programmes report a number and stop there. This session shows how to turn open-ended verbatims into a prioritised action plan — using aspect-based sentiment, driver analysis and complaint-risk scoring on real survey data.
- Date
- Thursday, 17 September 2026
- Time
- 2:00 PM CET / 1:00 PM GMT
- Duration
- 45 minutes + 15 minutes Q&A
- Format
- Live · Free
Speaker
Elena Moretti
Head of CX Strategy, InsightNarrator
10 years building CX programmes for European enterprises. Previously at a top-5 European retail bank.
What you'll learn
In this 45-minute session, you'll discover
Why flat sentiment hides churn
How a single positive/negative score conceals the aspects that actually drive detractors away.
The 5 techniques that turn text into a plan
ABSA, driver analysis, root cause, complaint-risk scoring and theme prioritisation — applied in order.
Governed taxonomies that hold up quarter over quarter
How a versioned taxonomy keeps your analysis comparable instead of drifting with every re-run.
A worked example, end to end
From a raw NPS export to prioritised action items in 15 minutes, live on real data.
Who should attend
Built for the people who own the programme
CX Directors & Managers
You're responsible for the NPS programme but the verbatims are a black box. This session shows you how to extract actionable insight without building a data science team.
Product Managers
Feature requests are buried in survey responses and support tickets. Learn how to surface, prioritise and quantify them automatically.
Heads of Customer Success
You know which accounts are at risk — but you find out too late. See how complaint-risk scoring identifies escalation signals before they become churn.
Agenda
60 minutes, timestamped
45 minutes + 15 minutes Q&A. Bring your questions.
- 1
0:00–2:00
Welcome & introductions
- 2
2:00–15:00
Part 1 — The problem with current NPS analysis
- 3
15:00–30:00
Part 2 — The 5 techniques, with live demo
- 4
30:00–40:00
Case study — worked example on real data
- 5
40:00–45:00
Key takeaways & resources
- 6
45:00–60:00
Live Q&A
Why InsightNarrator
43 analysis types
Not just sentiment. ABSA, C-Risk, competitive intelligence, journey analysis — all out of the box, so you stop hand-coding verbatims and start shipping answers.
European data sovereignty
Swiss/EU-hosted option — keep customer data in Europe on Infomaniak infrastructure, outside US jurisdiction.
AI that does the work
Scoty, our analysis agent, reviews your data and recommends analyses. You approve. The pipeline runs. Results carry confidence scores.
Registration
Save your spot
For the marketing team
Reminder email sequence
Reference copy for marketing automation — not sent from this page.
More sessions
On demand
Aspect-Based Sentiment Analysis for CX Teams, Without a Data Science Team
A practical walkthrough of aspect-based sentiment analysis: how to build a taxonomy your business agrees on, keep it governed, and read the output without a statistics background.
Watch now