Week to Week Score Trends

• Positive NPS (just) over the period, but trending very badly from mid June until now
• July NPS so far is -7.4 → it’s the first week of July that is causing the bad overall score for July so far compared to June. This is because in week 1 of July the number of detractors was roughly the same compared to week prior (35 vs 38). However:
  • There was only 23 promoters compared to 47 the previous week, down ~50%
  • Only 77 total responses compared to 103 the previous week, down ~25%
  • So detractors as a portion of total responses increased from 37% → 45%

Company-Based Insights

• All of the 190 detractors came from 75 unique companies
• However, 10 of the 75 companies (13%) are responsible for 70% of all the detractor scores (see below)
• 2 companies (HelloFresh + Capgemini) are responsible for 44%
• HelloFresh alone is responsive for 31%
• On a positive note, even though in this list of 10 companies there’s 4 (Hyandai, Zenjob, HF DE, Porsche) that contribute 12% of all detractors, they have very positive NPS overall and many more promoters than detractors

Detractor Reasons

Of 190 detractors from June 1 - July 10, 132 people provided a reason category for their score