Navigating the Satisfaction Dashboard

The Satisfaction dashboard is where you read your NPS results. It shows your overall score, the volume and shape of your responses over time, the AI-derived themes from your customers' Why answers, and the verbatim comments behind those themes.

This article walks through each section of the dashboard, explains what to look for, and shows how to access the downloadable AI report. For background on what NPS is and why the Why response matters, see Understanding Satisfaction and NPS in Oomiji.

Need help analyzing the AI themes? Jump to How to read this chart. Need help using the AI business intelligence report? Jump to How to use the report.

Opening the Dashboard

Click Satisfaction in your toolbar. If your NPS conversation has been configured and is collecting responses, the dashboard loads automatically. If you have not yet configured an NPS conversation, you will see a Customer Satisfaction setup menu prompting you to Configure Net Promoter Score; in that case, the dashboard becomes available after your NPS is saved and starts receiving responses. For setup steps, see Building and Configuring an NPS Conversation.

The Three Top-Line Metrics

At the top of the dashboard, the Satisfaction Metrics menu displays three numbers that summarize your current standing:

Customer Satisfaction Score

Your overall NPS score, displayed as a number between -100 and 100 with a color-coded gauge (red for negative, yellow for low positive, green for high positive). This is the headline metric, but it should never be read in isolation. A score of 50 from 1,000 responses is materially different from a score of 50 from 12 responses, and the score alone tells you nothing about why your customers gave you the rating they did. Use it as the entry point to the rest of the dashboard, not the conclusion. The NPS calculation is built into the platform. For a full explanation of how it works, see Understanding Satisfaction and NPS in Oomiji.

Total Customer Ratings

The cumulative number of NPS responses you have collected. This is the sample size behind your score. A small total means the score is volatile and a few new responses can swing it noticeably; a large total means the score is stable and represents a real signal. If your total is below 50, the AI analysis will not have run yet (see AI analysis trigger rules below), and most of the dashboard's interpretive widgets will be sparse.

Satisfaction Trend

The direction your NPS score is moving compared to the previous period. A horizontal arrow with a value of 0 means your score is stable; an upward arrow with a positive number means it is rising; a downward arrow with a negative number means it is falling. This is the metric to watch after you take action on customer feedback. If you sent a follow-up email to Detractors who complained about shipping and your trend is now positive, the action is working. If the trend stays flat or falls, your action has not yet reached the audience or has not landed.

Customer Satisfaction Over Time

This chart plots your NPS score by day, allowing you to zoom in by clicking and dragging in the plot area. The vertical axis represents the score (-50 to 125 in the source view), and the horizontal axis represents time. Each data point reflects responses collected on that day.

What to look for: stable high scores indicate consistent customer loyalty; sudden drops often correlate with a specific event (a product issue, a price change, a service outage) and are worth cross-referencing against your business calendar. Sharp single-day spikes or troughs in low-volume periods can be misleading, since one or two responses can swing a daily reading dramatically. Trust the multi-day averages over individual data points.

How Your Customers Feel

This donut chart shows the percentage breakdown of your respondents across the three NPS categories: Promoters (teal), Passives (orange), and Detractors (pink). Each slice is labeled with its percentage of total responses, and the legend at the bottom identifies each category.

Where the Customer Satisfaction Score gives you a single composite number and the Customer Satisfaction Over Time chart gives you the trend direction, this widget gives you the shape of your customer base at a glance. A dominant Promoter slice signals a loyal, advocacy-ready audience. A thick Detractor slice signals an urgent retention problem. A large Passive slice is often the most actionable: Passives are the group most likely to move into either camp depending on what you do next, and converting even a portion of them into Promoters lifts your score materially.

What Your Customers Say (AI Themes)

This is the on-screen output of the AI analysis. It displays a horizontal bar chart of themes derived from your customers' Why responses, ranked by frequency. Each bar represents a theme the AI identified in the response, and the number at the end of the bar is the number of responses the AI assigned to that theme.

The themes are specific to your business. The AI derives them from the actual language in your responses, not from a fixed taxonomy. A wine retailer's chart might show Quality, Taste, Enjoyment, and Value. A software company's chart might show Pricing, Onboarding, and Support. A hotel's chart might show Location, Cleanliness, and Staff. Whatever your customers wrote about most is what surfaces.

How to read this chart

The longest bars are the topics your customers care about most, but the chart does not by itself tell you whether each theme is positive or negative. A Quality bar with 200 occurrences could mean 200 customers praised your quality or 200 customers complained about it. To interpret the sentiment behind each theme, you need to read the verbatim comments associated with it (see the NPS Comments section below), download the full AI report (see The Downloadable AI Report below) or or create a segment by score and perception.

Compare the proportions against what you would expect for your industry and your customer lifecycle stage. A 75% Promoter slice in a subscription business with mostly long-term customers is normal and healthy; the same proportion from customers in their first 30 days would be remarkable and worth investigating for customer longevity bias (are you only hearing from the happy ones?). If your Detractor slice is small in percentage terms but represents a large absolute count, the underlying problem may still be material; check the Total Customer Ratings number to put the percentages in context.

➕ Action Item: If your Passive slice is significant, build a segment of contacts where NPS Group Is Equal To Passive and review their verbatim NPS Comments for patterns. Passives often describe specific, addressable friction points rather than sweeping complaints or sweeping praise, which makes their feedback the most directly actionable of the three groups. For the segment-building mechanics, see Segmenting and Acting on NPS Responses.

➕ Action Item: if a theme is large and you do not yet know whether it is positive or negative, build a segment of contacts whose NPS Comment Contains a keyword from that theme, then look at the NPS Group distribution within the segment. If most are Promoters, the theme is a strength to amplify. If most are Detractors, the theme is a problem to fix.

AI analysis trigger rules

AI analysis follows the same trigger rules as Insights conversations. It runs automatically once 50 responses with open-ended Why answers are collected within 7 days of activating your NPS conversation. If that threshold is not met within 7 days, the analysis does not run and there is currently no way to manually trigger it. The Analyze option may also appear unavailable if a report was already run recently.

The Downloadable AI Report

Beyond the on-screen chart, Oomiji generates a full strategic analysis of your NPS responses that you can download as a complete document. Where the chart shows you which themes appear how often, the report explains what those themes mean, who is behind them, and what to do about them. It is the artifact to use when you need to brief a team, build a business case, or hand someone outside Oomiji a single document that captures what your customers are telling you.

The report is structured in four sections. The exact wording and emphasis will vary based on your customer base and your responses, but the structure is consistent:

Key Consumer Segments. The AI clusters your Promoters into named archetypes, each with a profile, motivation, and business implication. Passives and Detractors are characterized more briefly. This section helps you understand who your most loyal customers actually are, beyond their score.
Trends and Patterns. Synthesized observations across the response corpus: what drives advocacy, what fuels engagement, where loyalty comes from, where the barriers are. These are interpretive findings, not just frequency counts.
Verbatim Analysis. Selected real quotes from your customers, organized by emergent theme. This is where the unstructured Why text becomes evidence you can quote in a meeting or a presentation.
Actionable Recommendations. Numbered strategy recommendations, each with a Strategy, a Measurement plan, an Anticipated Objection, and a Counter to that objection. This section is designed to be the basis for an action plan, not just a summary.

How to use the report

Read the four sections in order on your first pass. The Key Consumer Segments tell you who, the Trends and Patterns tell you what, the Verbatim Analysis gives you the evidence in your customers' own words, and the Actionable Recommendations propose what to do. On subsequent reads, you can jump straight to whichever section you need for a specific task: building a campaign brief (Segments), preparing for a strategy meeting (Trends and Recommendations), or pulling a customer quote for a deck (Verbatim Analysis).

Treat the recommendations as analytically derived starting points, not directives. The AI is reasoning from your response data, but it does not know your operational constraints, your competitive context, or your existing initiatives. Sanity-check each recommendation against your own knowledge of the business before acting on it.

Filtering the Dashboard by Segment

In the top right of the dashboard, the Segments dropdown lets you filter every widget on the page by a saved segment. Choosing a segment narrows the entire dashboard, including the score, the trend, the time chart, the AI themes, and the verbatim comments, to only the contacts who match that segment. This is how you answer questions like "What does our NPS look like just for customers who signed up through our landing page?" or "How is the score moving among contacts who have made more than three purchases?"

To create a new segment from the dashboard, click Satisfaction > Segments > Create New Segment and use the New Segment builder to define your conditions. For the full mechanics, see Segmenting and Acting on NPS Responses .

The three-dot overflow menu in the top right of the Satisfaction Metrics menu offers three options:

Edit opens the NPS configuration screen so you can modify your NPS questions, logo, or settings. For the full configuration walkthrough, see Building and Configuring an NPS Conversation.
View opens a preview of the live NPS conversation as your customers will see it, using the public NPS URL. For details on this URL and how to share it, see Sharing and Distributing NPS Conversations.
Export Data will generate a raw data export of all NPS responses.
Analyze generates a new AI report from your NPS responses. The option is unavailable if your response volume is below the threshold or if a report was already run recently. Once complete, the report is available in View Reports.

To generate a new AI report, open the three-dot menu and select Analyze. Analyze produces a new report and makes it available under View Reports. If Analyze appears unavailable, one of two conditions applies: your NPS responses haven't reached the minimum volume required for the current period (approximately 50 responses), or a report was already generated recently. If you expected a report to be available, check View Reports first -- a previously generated report may already be there.

What's Next

Once you can read the dashboard, the next step is acting on what it tells you:

Segmenting and Acting on NPS Responses shows how to build segments from your NPS data and use them to drive follow-up outreach through Interaction.
Sharing and Distributing NPS Conversations covers the public URL and email embed paths if you need to expand how customers reach the survey.
Building and Configuring an NPS Conversation walks through editing the questions or settings if you need to adjust your NPS based on what the dashboard is showing.