NPS Analytics
The NPS analytics dashboard gives you a complete view of your Net Promoter Score data, including score trends, respondent distribution, and follow-up response insights.
NPS Score Calculation
NPS is calculated from the distribution of respondent categories:
| Category | Score Range |
|---|---|
| Promoters | 9--10 |
| Passives | 7--8 |
| Detractors | 0--6 |
NPS = %Promoters - %Detractors
The result is a score between -100 (all detractors) and +100 (all promoters). Passives count toward the total respondent count but do not directly affect the score.
Viewing Results
The analytics dashboard displays:
- Current NPS Score -- Your overall score for the selected date range.
- Response Count -- Total number of responses collected.
- Category Distribution -- A breakdown showing the percentage of promoters, passives, and detractors.
- Score Over Time -- A trend chart plotting your NPS across weeks, months, or quarters. Use this to identify patterns and correlate score changes with product releases or campaigns.
Use the date range picker to filter results by time period. You can also filter by audience segment to compare scores across user roles, plan types, or geographic regions.
Follow-Up Response Analysis
If your NPS survey includes a follow-up question, the analytics page surfaces qualitative feedback grouped by respondent category. Review detractor feedback to identify pain points and promoter feedback to understand what drives satisfaction.
Exporting NPS Data
Export your NPS data as CSV from the analytics dashboard for further analysis in external tools. The export includes:
- Individual response records with score, follow-up text, user identifier, and timestamp
- Aggregated summary by date range and segment
Use exported data to build executive reports, feed into BI dashboards, or correlate NPS with other product metrics.