Buyer survey: trust score упал с 4.2 до 3.7. Что произошло?

Ситуация: Quarterly buyer survey: trust в platform упал. NPS снизился. Lack of clarity what changed.

Buyer-side metric: "how much do you trust this platform?" 1-5 scale. Sample 5000 buyers/quarter.

Доступные данные

• surveys: buyer_id, ts, trust_score, nps
• incidents: ts, type (scam, payment issue, etc.), severity
• product_changes: deployed_at, area

Задачи

• Trust score decomposition: by demographic, recent transaction.
• Incidents link: scams up, payment issues?
• Product change link.
• Recovery plan.

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