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CX: customer experience from reviews and NPS
The CX page shows how customers feel about your store. It reads their reviews and their NPS survey answers. Open it at Insights > CX.
The page title is CX Intelligence.
Problem and intended user
The ecommerce manager (the person who runs the store) needs to know what customers think of the store and its products. The retention marketer (the person who runs email and repeat-purchase campaigns) needs the same view of the customers who come back.
The problem arises when reviews sit in one review app and survey answers sit in another tool. Complaints about one product stay unseen.
Current workflow
Most merchants check two places: the review app's own dashboard for reviews, and the survey tool for NPS answers. To see both together, they copy the results into one spreadsheet. They also match each review to a product by hand.
Prerequisites
The Sentiment and NPS tabs need different data.
| Tab | Data source | What you need |
|---|---|---|
| Sentiment | Customer reviews | A connected review platform, or reviews imported from a CSV file |
| NPS | NPS survey responses | Your NPS survey data set up for your store |
NPS does not use reviews. A store with no review platform can still use the NPS tab. The VoC tab reads reviews, like Sentiment. Its article lists its own prerequisites.
To connect a review platform or import a file, see Review apps and CSV import.
How Nexus works
Nexus pulls reviews from your connected review platform, or reads the file you import. AI reads each review. NPS survey responses connect to Nexus by themselves, and Nexus calculates the scores. The Sentiment, NPS and Voice of Customer articles describe each tab.
Nexus also syncs new reviews from a connected platform automatically. Start a sync yourself when you want new reviews now.
Date range and granularity
The date range at the top of the page applies to the tabs.
The D, W and M buttons do not change the charts on the Sentiment and NPS tabs. The NPS charts always plot one point per month. The Sentiment chart picks its point size from the length of your date range.
Start a sync
- Open Insights > CX.
- Select Sync on the review sync bar to fetch new reviews.
- To choose another action, open the arrow next to Sync (More sync options).
- Wait for the bar to show the new review count.
| Action | What it does |
|---|---|
| Incremental sync | Fetches new reviews only. |
| Full re-sync | Fetches all historical reviews again. |
| Re-analyze failed | Retries reviews that failed analysis. It shows only when some reviews failed, with their count. |
While a sync runs or waits in the queue, the sync buttons are replaced by Please wait… or In queue….
Approvals and dependencies
- A sync waits when another sync runs first. Yours starts when that one ends.
- The Sentiment tab depends on the first sync and on the analysis of each review.
- The NPS tab depends on your NPS survey data. It does not depend on a sync.
Exact output
The page has three tabs and a review sync bar above them.
The tabs
- Sentiment is the default tab. It shows whether reviews are positive, neutral or negative, and what drives each.
- NPS shows your Net Promoter Score, the moments in the customer journey where you ask for it, and breakdowns by segment, category, brand, location and product.
- VoC shows what customers praise, struggle with and ask about in their reviews, grouped by theme.
Use the switcher above the content to move between them.
The review sync bar
The bar above the tabs shows the state of your review sync. It relates to the Sentiment tab.
| What the bar says | What it means |
|---|---|
| Syncing platform name reviews… | A sync is running. A progress bar shows while it runs. |
| Sync queued | Another sync runs first. Yours starts when that one ends. The bar shows In queue… |
| Sync interrupted | The sync stopped before it finished. It restarts by itself. Reviews already imported are safe. |
| Last sync failed | The sync hit an error. The bar shows the error text. |
| Connected — no sync data yet | The platform is connected, but no sync has finished. |
| A review count, such as "N reviews synced" | The last sync finished. The bar shows how long ago it ran. |
| Connect a review platform to measure sentiment | No review platform is connected. If Nexus finds a review app on your store, the bar names it. |
What to do with it
| What you see | Decision or action | Owner |
|---|---|---|
| Connect a review platform to measure sentiment | Connect a review platform in Settings > Integrations, or select Import a CSV. | ecommerce manager |
| Last sync failed | Read the error text on the bar. Check the connection in Settings > Integrations, then select Sync. | ecommerce manager |
| Sync interrupted | Wait. The sync restarts by itself, and the reviews already imported stay. | ecommerce manager |
| The old-reviews banner | Select Check review sync and confirm that the sync runs. | ecommerce manager |
| The Sentiment tab | Find the products that customers rate down, then act in your store, outside Nexus. | ecommerce manager |
| The NPS tab | Find the segments and moments that pull the score down, then plan the follow-up campaign, outside Nexus. | retention marketer |
| The VoC tab | Take the themes and quotes into ad copy and product pages, outside Nexus. | creative strategist (the person who plans and makes ad creatives) |
Expected value and measurement
This page helps you see customer feedback in one place and keep the data behind it current.
To check whether the data is current, open Insights > CX and read the review sync bar. The bar shows when the last sync ran. To check whether feedback improves, read the Positive share in Overall Sentiment on Insights > CX > Sentiment, with Compare on in the date range menu. For the score, read NPS Trend on Insights > CX > NPS.
Reviews and survey answers also move with seasons, product launches, shipping delays and promotions. When several of these run at the same time, you cannot isolate the effect of one change.
Limitations and exceptions
- AI. AI reads each review. Its reading can be wrong.
Warnings you may see
Old reviews. If your newest review is old, a banner says: "Your newest review is N days old. These insights may not reflect what customers say today. Check that review sync is running." Select Check review sync to open the integration settings. The banner does not show in Demo Mode.
No match to your catalogue. If none of your reviews match a product, the bar says so. Product-level insights stay empty until they do. This usually means the review account belongs to a different store than the one Nexus synced. Check that both point to the same shop, then run a sync again. For imported files, check the product columns in your file.
Lost connection and CSV-only stores
If you lose the connection to a platform, the bar says the platform is disconnected. Reviews you already have stay. New reviews stop arriving until you reconnect in Settings > Integrations.
If you only import CSV files, the bar shows the number of imported reviews and the date of the last import. It offers Import a CSV and has no sync buttons.
Demo Mode
In Demo Mode the page shows sample reviews and sample NPS data. Sync and Full re-sync do nothing and show no message.