cNPS Survey Results - Season 4 Month 3

Analyst & Author: Ella Dane (Ella Dane#0382)

Date of survey: July 6, 2022

Date of publication: July 13, 2022

Previous Surveys can be found in this table [link forthcoming; the page was inadvertently deleted]

This analysis pertains to the survey of BanklessDAO members taken during the Coordinape period ending July 6, sampling 101 Guest Pass holders, 69 L1 contributors, and 83 L2 contributors for a total sample size of 253 members.

** see bottom of document for explanation about Community Net Promoter Scores


We measured the community’s satisfaction with BanklessDAO and achieved a Community Net Promoter Score (”cNPS”) of 40, a 15 point decrease from the June score and an all-time low.

Satisfaction is down, especially among the L1s, and the reason is not yet apparent.

Community Net Promoter Score Summary


We achieved a cNPS of 40, a solid score by any measure, and yet this month’s score brings us to an all-time low since we began tracking it in November ‘21.

A total of 253 bDAO members responded to our survey, a decrease of 28 participants since the last survey (down 10%). Of these, a low number (39 of 253) were counted as Detractors.

A quick analysis indicates that Guest Pass showed a decrease in satisfaction with the DAO, L1s indicated a plummeting decrease in satisfaction, and L2s experienced a slight decrease in satisfaction.

Our findings indicate that there is a material gap in cNPS between Guest Passes, L1s, & L2s.

Quantitative Results:

The Pros & Cons are Consistent

All eight of the published sentiment analysis forum posts have focused on the praises and concerns of BanklessDAO community members toward the DAO. These are largely consistent from one analysis to the next. In this month’s Coordinape survey, members stated that they continue to be excited about the strong community, educational opportunities, permissionlessness, transparency, and mission of bDAO. The concerns focus mainly on tokenomics & compensation. These are strong recurring trends throughout the past several months.

To read more about these, please see past analyses here. [link forthcoming; the page was inadvertently deleted]

Today, however, we are focusing on one important finding.

L1 Satisfaction has Taken a Hit

Below is a graph depicting the cNPS of the bDAO community based on contributor level. It is evident that L1s have been coming in at the lowest cNPS ratings, and this month in particular, their score took a 34 point hit.

L1s are significantly less satisfied with the DAO than Guest Passes & L2s.


The Coordinape survey results do not contain data that suggests a clear reason as to why L1 satisfaction has dropped. The majority of L1 Detractors commented on tokenomics, compensation, market concerns, and a lack of organization and efficiency. These concerns are not different from those of Guest Passes and L2s, nor are they different from what we’ve heard in the past. There is simply a larger concentration of concerned members in the L1 group.

Again, why?

Thankfully, we added several quantitative questions about the impact of BANK prices to this month’s survey. We added these questions as a result of token price and compensation concerns that were so often cited in past surveys.

We asked two basic questions:

  1. How heavily do you rely on BANK to cover cost of living?
  2. How much does the value of BANK compensation influence your willingness to contribute to BanklessDAO?

And we reached a surprising conclusion.

Our hypothesis was that there would be a strong correlation between one’s reliance on BANK and one’s cNPS and one’s willingness to contribute.

This is not the case.

There is essentially zero correlation between their reliance on BANK to cover their cost of living and an individual’s cNPS score.

There is also very low correlation between an individual’s reliance on BANK to cover their cost of living and their willingness to contribute to bDAO.

And there is very low negative correlation between an individual’s cNPS score and their willingness to contribute to bDAO based on BANK compensation.


Perhaps what people say is actually true: “I’m here for the mission” plays out in the numbers. It seems to be proof that those that remain contributing to bDAO, while they may have their complaints, are here because they believe in their guilds, their projects and their peers. They are not here because of some mistaken “up only” ideology.

This is an incredible statement about bDAO.

For more information on correlations, click here.

Back to the problem of the L1s. Because cNPS is not correlated with monetary need or willingness to contribute (as mathematically shown above), the reduction in cNPS must be due to something else. The interesting thing is that the negative comments voiced in the Coordinape survey are primarily centered around BANK price concerns. But we’ve shown that BANK concerns and cNPS are not correlated. As BANK price is not the root of the issue, what is? And why are the L1s struggling the most?

I’m afraid I don’t have the answer. Yet.

Author’s thoughts

Clearly, we have an issue on our hands: the cNPS for bDAO has taken a hit. We also have a mystery: it’s not at all clear why the L1s in particular are feeling so dissatisfied. This needs further investigation.

I’d like to come up with one to three questions to be answered in the next survey to better understand the root of the L1 satisfaction issue. I’ll be considering this in the weeks to come, so please throw suggestions in the comments.

I’d love to hear other questions for the community - throw them in the comments.


Unattributed NPS scoring sheet source is here

Confidential GUEST PASS responses here (restricted access)

Confidential LEVEL ONE responses here (restricted access)

Confidential LEVEL TWO responses here (restricted access)

Synthesis Scratch Pad here (restricted access)

About Net Promoter Scores:

The Net Promoter Score (NPS) is a well-regarded methodology for quantifying the whether a brand delivers on its promise. The standardized form of NPS reads as follows: “On a scale of 1-10, how likely would you recommend X to a friend or colleague?”

In our case, X = “working for BanklessDAO”

The results of an NPS survey can be quantified in a score that ranges from negative 100 to positive 100. Depending on the topic, brand, industry, etc., a “good” score can range anywhere from +0 to +40 and beyond.

Wikipedia discussion of NPS

Lattice discussion of eNPS

In our case, we are measuring “cNPS” which we cleverly coined to mean Community NPS. While there is no clear community standard yet, I believe cNPS relates closely to eNPS (Employee NPS). As for how to interpret the score, according to Jennifer Willy, Editor at, “anything above zero is generally acceptable… Generally, a score between 10-30 is considered good while anything near 50 is excellent.”


That’s not only a great analysis you conducted but also a very interesting read, Ella! I was wondering though: in every Coordinape form you are asked for a satisfaction rating and an explanation for this rating in plain text. Also, there is a general comment section. What is your conclusion as to why the reasons for the L1s dissatisfaction don’t manifest themselves there?


The main distinction between l1 and l2 is contributions. If heavier contribution leading to l2 mitigates the dissatisfaction, then I suspect the root cause is in expectations of passive members not being met. Perhaps that’s utilities, perhaps it’s not the price itself but the directionality of price. I would not be surprised if the inefficiencies of coordinape and the guest pass system are also manifesting here, perhaps meaning it’s combination of several minor issues in aggregate. Might be worth a brainstorming chat


Thanks Ella, great work.

I’m not overly surprised that money isn’t the root of dissatisfaction. This might be a second job for some, and a passion for others.

These are questions we should be asking.

I suggest these concerns might be more about engagement, and this and incentives are something we should look into.

And the concern may not be related to GP/L1/L2 at all!

I know other work in the DAO is looking at citizen sentiment, and maybe the two groups should work together.

Perhaps this is about opportunity to contribute, and engagement in DAO governance, and there are two aspects to this.

  1. What are the opportunities to engage in governance? Coordinape is a fantastic first step for sure, thinking about community contribution, our own and others, but what is the next step?

  2. How do we encourage initiative taking and creativity? There can sometimes be negative reactions to suggestions made asynch and without AMA attendance. I think it’s important to give all and any ideas proper consideration, whichever direction and route they arrive from. Are L1s wanting to make contribution, but not sure a) if that’s okay b) where to do that c) who will provide support for the activity d) which L2s to approach and whether that is a useful action to take

What suggestions can I make to the above points?

:one: RG can look at what good governance is on a guild by guild basis, and I suggest in particular looking at the fantastic work @ernest_of_gaia has been doing across guilds, and in particular bringing in apprentice programs for role holders. This can produce a next step programme that will help L1s, perhaps, see what next steps they can take. This should also be a simple initial survey to L1 members to see if this might help. The results from this are valuable to other DAOs, and can be commercialised, with compensation to RG and others involved. Also, is the L1 transitory nature a factor?

:two: I have alongside a contributor pathway been looking into idea pathways. Both can be given a KanBan / Notion style approach. I have an outstanding task to produce a Notion demo showing what the idea pathway can look like. Ideas take a path as follows, where they make progress:

Ideas :arrow_right: Team Building :arrow_right: Proposal :arrow_right: Project :arrow_right: Product :arrow_right: Data Analytics

It is easy to imagine a KanBan style layout, as DeWork and others have done, with the column headings as just described. This would be an awesome navigation tool, given some useful filters, for new arrivals at Bankless.

Using a separate repository for idea initiation, eg a simple Google Form, and then asking for categorisation, to be determined, it is possible to build repositories of ideas, with folk who can potentially collaborate on closely related ideas.

Perhaps L1s could be encouraged to curate this, to bring possible teams together to explore ideas and understand possible impacts, and to bring in value metrics to make proposal submissions more robust and deliver more substantial impact.

There’s nothing more frustrating than suggesting ideas and there be no function to manage those ideas, be that to explain what has happened so far, including rebuttal, pausing and other “negative” outcomes, or to see the track history of successful projects and products, how they made it through the different stages.

That’s my 2 BANK’S worth, thanks for reading if you got this far.

Are there a lot of passive members who sign up for coordinape?

Great question - I am not sure. It seems as if the reasons for L1 dissatisfaction should be apparent and this is something I am giving a great deal of thought to. Do we need different questions? Are respondents not reflecting carefully before replying? Are L1s somehow impacted by mainstream issues more than the other levels? Am I missing something else? The answer, at this stage, is unclear.

73 of the 253 people who took the survey (about 29%) were passives

Would always welcome a brainstorming chat. I’m not sure I’m following some of your thoughts here, so you’re going to have to clarify - but let’s talk about this on a call!

While the results are slightly disappointing and require further investigation, I would like to thank Ella for the amazing efforts that she has put into this survey & analysis. Keep up the good work Ella, bDAO needs more people like you…! :heart_eyes:

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If there will be a date to be fixed to invite L1’S to a meeting so that it can be rectified by them pointing out the issue they are having with coordinape system. Am an L1 too