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NPS, satisfaction and the priority matrix — in plain language, not academic jargon. Here are the first 3 pages, freely accessible.
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01Executive summary with Net Promoter Score on a single page
02All dimensions at a glance, in a clear traffic-light overview
03Priority matrix: important-but-weak areas vs. strengths worth keeping
04Three prioritised actions directly tied to your NPS
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This is a sample report with fictional data from “Beispiel AG” (218 customers surveyed). Your customer survey report will look exactly like this — with your results. Print/PDF: Ctrl+P
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Sample
Plain-language report · Customer Survey
Customer Survey
Beispiel AG · 218 responses · Survey 1–15 July 2026
+32 NPS (recommendation)38% response rate (218 of 573)7.4 satisfaction out of 103 prioritised measures
Lyntharis Puls · lyntharis.comPrepared and reviewed: Lydia Simon, MAS HRMPage 1
Lyntharis®PulsBeispiel AG · July 2026 · Sample
For management
The essentials on one page
+32
Net Promoter Score (good value, room to grow)
7.4
Overall satisfaction out of 10
5.1
Complaint handling — the red area
Recommendation (NPS) — how the 218 responses split:
In one sentence: Beispiel AG's customers value the product and the advice — what holds them back is complaint handling and on-time delivery. That is exactly where satisfied customers turn into detractors.
What customers value:
Product quality (8.4) — the strongest driver of recommendation. Most frequently mentioned positively in the open answers.
Advice & competence (7.9) — the personal contact is a clear advantage over larger providers.
Where customers drop off:
Complaint handling (5.1) — those who complain once become detractors far more often. The biggest lever for the NPS.
On-time delivery (6.2) — promised dates are missed too often; this undermines otherwise high satisfaction.
Lyntharis Puls · Plain-language reportPage 2
Lyntharis®PulsBeispiel AG · July 2026 · Sample
Result at a glance
Seven dimensions, one picture
All values on a scale of 0–10. Green: hold. Yellow: observe and improve deliberately. Red: act now.
Product quality
8.4
Advice & competence
7.9
Accessibility
7.1
Value for money
6.6
On-time delivery
6.2
Communication during the process
6.0
Complaint handling
5.1
from 7.0 hold5.5–6.9 improvebelow 5.5 act
Plain language: Beispiel AG wins customers through quality and advice — and loses trust where it gets difficult after the purchase: dates and complaints. That is good news, because these areas can be improved quickly with clear processes, without changing anything about the product.
Lyntharis Puls · Plain-language reportPage 3
Lyntharis®PulsBeispiel AG · July 2026 · Sample
In detail · red area
Complaint handling — 5.1
It is not the number of complaints that is the problem, but how they are experienced: too slow, too unclear, too often without a reply.
My complaint was handled promptly.
4.7
I was kept informed about the status of my complaint.
4.3
The resolution was fair and understandable to me.
5.8
After the complaint, I would buy from you again.
5.6
Correlation: customers with a complaint in the past 12 months give an NPS of −5 — compared with +41 for everyone else. The complaint experience is therefore the single strongest lever for recommendation.
Voices from the open question(anonymised, grouped by theme)
“The product is top. But when something was faulty, I had to follow up three times before anyone got back to me.”Open answer
“You never know where you stand. A quick ‘We're on it, you'll hear from us by Friday’ would already be enough.”Open answer
Lyntharis Puls · Plain-language reportPage 4
Lyntharis®PulsBeispiel AG · July 2026 · Sample
Where to start?
Priority matrix
Each dimension placed by two questions: how important is it to customers (for recommendation)? And how satisfied are they? Top left = important but weak = act now.
Reading aid:complaint handling sits top left — high importance, low satisfaction: the clearest action point. Delivery and communication follow. Product quality and advice are strengths to hold.
Lyntharis Puls · Plain-language reportPage 5
Lyntharis®PulsBeispiel AG · July 2026 · Sample
Action compass
Three measures. In this order.
Prioritised by effect on recommendation — formulated by an HR expert, not by an algorithm.
Priority 1 · Complaints
A binding complaint process with a response guarantee
Affects: complaint handling (5.1) and directly the NPS (+32). The single biggest lever in this report.
Within 30 daysIntroduce an acknowledgement of receipt + a fixed reply within 2 working days, assign clear ownership per case.
Within 6 monthsMeasure complaint rate and handling time monthly, check the effect with a follow-up pulse among affected customers.
Priority 2 · On-time delivery
Promise realistically, inform actively
Affects: on-time delivery (6.2) and communication (6.0). Delays hurt less than unannounced delays.
Within 30 daysCommunicate delivery dates with a buffer; if there is a deviation, inform proactively before the customer asks.
Within 6 monthsTrack the on-time rate and make it visible internally.
Priority 3 · Make strengths visible
Communicate quality and advice as a promise
Affects: recommendation. What customers already value deserves to be carried outward actively.
Within 30 daysAsk promoters (48%) specifically for a review/reference — they are already convinced.
Within 6 monthsInclude advisory quality as a fixed selling point in offers and communication.
Transparency
CollectionAnonymous online survey, 1–15 July 2026, invitation via email link. NPS question plus around 15 satisfaction questions (scale 0–10) and 2 open questions.
AnonymityAnalysis only from 5 responses per group. Open answers were edited where conclusions about individuals would have been possible.
ContextOur Swiss comparison database is being built and grows, fully anonymised, with every project. Comparison values serve context, not judgement.
Quality checkAnalysed automatically, reviewed and written personally: Lydia Simon, MAS Human Resources Management, over 20 years of HR practice.
Lyntharis®Puls
Lyntharis by Lydia Simon · Neuhausstrasse 7 · 8600 Dübendorf · info@lyntharis.com Lyntharis® is a registered trademark (CH no. 850643). Sample report with fictional data.
Lyntharis® Puls