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Customer Satisfaction

Plataforma de Analítica & Visualización

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Customer Satisfaction Results

Satisfaction Survey Analysis & Visualization Platform for Keyrus Americas.

cloud_upload Drag and drop your Excel file here or click to browse your files (.xlsx, .xls)
Required Column Format:

Columns A-I: Email, First Name, Last Name, Level, Business Unit, Company, Type, Consultant Leader, Leader Role, Language.

Column K onwards: Satisfaction questions 1 to 10. (Question 10 is automatically consolidated across multiple adjacent columns).

CSAT Results

Overall Results

Regional Performance Analysis: Americas

analytics

Technical Sheet

This interactive dashboard visualizes and analyzes the results of the Customer Satisfaction (CSAT) survey for Keyrus Americas. The evaluation consists of 10 key questions (a combination of closed rating questions and open qualitative feedback) designed to measure performance, service quality, and Net Promoter Score (NPS). The system incorporates data processing and executive insights assisted by Artificial Intelligence.

database 0 Responses
calendar_today 0 Loaded Years
domain 0 Companies
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How to Read

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Report Chapters

The report is divided into chapters: first overall results for Keyrus Americas, and then detailed BU-level results.

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Quantitative (Q1-Q7)

Emphasizes areas for improvement and identifies specific companies falling into detractors/passives categories.

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Qualitative (Q8)

Summarizes open feedback into categories, showcasing their mention frequency and illustrative verbatim quotes.

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Special Mentions (Q9)

Extracts specific or personal recommendations to be analyzed and acted upon by VPs and Directors.

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Interactive Filters

Filter the entire dashboard in real-time by Business Unit (BU) or PMs.

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Comparative Mode

Senior View enables a toggle switch to compare BUs using radar charts and comparative NPS bar charts.

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The Path Travelled Since 2020

An Evolving Initiative: From Keyrus LATAM to Keyrus Americas

Item Wave 1
Q4 - 2020		 Wave 2
Q2 - 2021		 Wave 3
Q2 - 2022		 Wave 4
Q3 2023		 Wave 5
Q3 2024		 Wave 6
Q3 2025		 Wave 7
Q3 2026		 % of Change
(W6 Vs. W7)
Invites Sent 120 301 542 674 603 493 420 -15%
Responses 44 84 172 250 210 248 237 -4%
Response Rate 36% 28% 32% 37% 35% 50% 56% +12%
Countries 5 8 11 16 14 13 8 -38%
Questions 12 13 11 10 10 10 10 Same than W6
Companies 28 46 120 153 137 120 129 +8%
Business Units / Regions 2 2 5 7 5 5 4 -20%
NPS
34,1 45,2 48,3 47,11 46,15 56,75 63,18 +11%
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NPS Index

Regional Dynamics & Neutral Conversion Analysis

timeline

Consolidated NPS Evolution, 2020–2026

Regional trajectory comparison across Keyrus Americas Business Units (W1 to W7)

7-Wave Comparison Calculated from Q7
psychology
Executive read:

The Americas are converging into high customer advocacy. LATAM and NORAM consolidate best-in-class satisfaction benchmarks, while Brazil and Mexico demonstrate positive stabilization, establishing an Americas consolidated NPS of 60+.

Key Highlights ▲/▼ vs 2025 (W6)
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The Passive Effect — 2026

More passives, lower NPS. Bars = % of passive clients (2026); line = NPS score. As the neutral zone grows, the score falls.

% Passive
NPS Score
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Reading the chart

Left to right, as the yellow/orange bars shrink, the navy line rises — fewer passives means a higher NPS.

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CSAT Results

Company NPS Classification

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keyboard_double_arrow_down Scroll for companies
Net Promoter Score: +80 NPS

Overall Results

group Responses: 54 people / 10 companies

Satisfaction by Clients

Promoters
80%
Promoters
Passives
20%
Passives
Detractors
0%
Detractors
summarize

Executive Summary

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Strengths

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Opportunities for Improvement

Q1 - Overall Service Perception
6,0%
Poor
31,0%
Average
64,5%
Excellent
Q2 - Likelihood to Engage Again
0,4%
Not at all likely
2,8%
Slightly likely
13,3%
Moderately likely
46%
Very likely
39,1%
Extremely likely
Q3 - Responsiveness
4,8%
Not responsive
23,8%
Somewhat
73,0%
Very
Q4 - Value for Money
12,1%
Poor
51,2%
Average
38,3%
Excellent
QUESTIONS
thumb_up Q1 - Overall Service Perception
check_circle Q5 - Service Quality Vs. Competition
lightbulb Q6 - Consultants' Technical Ability
groups Q7 - Likelihood to Recommend
trending_up Q10 - Top Priorities
attach_money Q4 - Value for Money
chat Q3 - Responsiveness
swap_horiz Q2 - Likelihood to Engage Again
Q5 - Service Quality Vs. Competition
8,1%
Worse
37,1%
The Same
56,5%
Better
Q6 - Consultants' Technical Ability
5,6%
No Good
25,8%
Good
70,2%
Excellent
Q7 - Likelihood to Recommend
10,1%
No
23,8%
Yes
67,7%
Absolutely
Q10 - Top Priorities 2026
Data Engineering, Quality & Governance 23%
GenAI Applications 19%
Customer Centric Design & Digital Strategy 13%
How to read?
Results are presented based on client answers.
2025 Wave
Colored box
Logos with the lowest ratings were highlighted.

Q1 – Overall Service Perception

How would you rate the service you receive from us?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
Poor
-9,2pp
Average
-1,3pp
Excellent
+10,6pp
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Strengths

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Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q2 – Likelihood to Engage Again

How likely are you to engage with us in the future again?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
Not at all likely
0,0pp
Slightly likely
0,0pp
Moderately likely
0,0pp
Very likely
0,0pp
Extremely likely
0,0pp
check_circle

Strengths

error

Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q3 – Responsiveness

How responsive have we been to your questions or requests?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
Not at all responsive
-0,9pp
Somewhat responsive
-4,3pp
Very responsive
+6,8pp
check_circle

Strengths

error

Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q4 – Value for Money

How do you rate the value for money of our services?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
Poor
-1,7pp
Average
+6,4pp
Excellent
-3,1pp
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Strengths

error

Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q5 – Service Quality Vs. Competition

Compared to our competitors, is our service quality better, about the same or worse?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
Worse
+4,3pp
The Same
-0,5pp
Better
-3,8pp
check_circle

Strengths

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Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q6 – Consultants' Technical Ability

How would you rate the technical ability of our consultants?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
No Good
+0,8pp
Good
-4,2pp
Excellent
+5,0pp
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Strengths

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Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q7 – Likelihood to Recommend

Would you recommend our services to a colleague or another company?

100%80%60%40%20%0%
info Hover over bars to view company breakdown
No
+2,0pp
Yes
-4,3pp
Absolutely
+3,9pp
check_circle

Strengths

error

Opportunities for Improvement

star

Key Takeaways

Show Takeaways expand_more
LEVEL UP Best Performers
by keyrus

Q8/Q9 – Improvement Opportunities

If you could change just one thing about our service, what would it be? / What feedback would you like to pass to our team? Feel free to provide names.

Participants identified the following 10 areas where Keyrus Americas could improve its service. For a detailed breakdown of each category, please refer to the results for each Business Unit.
100806040200
47
Work Approach & Methodology (-)
106
High Quality Team & Work (+)
58
Overall Positive Feedback (+)
43
Consultative & Strategic Approach (-)
31
Team Qualification & Expertise (-)
39
Team Allocation (-)
26
Commercial Processes & Value for Money (-)
26
Service Quality (+)
54
Service Quality & Gaps (-)
23
Cost (-)

build Q8: Things to change / improve

forum Q9: Team feedback & commendations

Q10 – Top Priorities

What topics are the top 2 priorities for your organization in the upcoming months?

cloud
23%
Data Engineering, Quality & Governance
psychology
19%
GenAI Applications
extension
13%
Customer-Centric Design & Digital Transformation Strategy
Other relevant topics:
No other topics loaded yet
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