Build a Segment Pivot That Does Not Lie

worked-trail before-after common-trap-callout Compare NPS between enterprise and SMB without letting high-ticket accounts dominate the result. Set the grain, aggregate to that grain, then compare segment rates or averages. Ticket-level survey rows answer "what was the average survey response across tickets," not "what is the average customer sentiment." Step 1 Define grain = one account's latest valid survey in the period. This matches the question: customer sentiment by segment. Step 2 Deduplicate ticket surveys to one row per account. The account with 44 tickets no longer contributes 44 times. Step 3 Compute NPS by segment and include denominator: Enterprise n=132,…

Sign up free — one personalized lesson every day, matched to your role and goals.

Already have an account? Sign in