Net Promoter Score Observations

Once you start collecting customer responses to the NPS®, you will be able to view the observations on the Measure dashboard.

The overall NPS®score is a value between -100 and 100 with a higher score being better.

The total number of ratings is the total number of times your customers have responded to the NPS®question. 

The trend over time shows whether your NPS®score is going up, down, or staying level.

NPS® Score Over Time chart tracks responses collected by day.

The category breakdown donut chart shows you the current breakdown of your customers in three NPS® categories: Promoters, Passives, and Detractors.

In addition, our platform AI has been launched and you can now ask open-ended questions of your customers. These questions typically begin with “Why”,”What”, “How”, “Tell us about” or any format where you don’t want to create a bias or limit the choices that can take place in a closed-ended question. You can also ask a closed-ended question and then follow it with an open-ended that may ask “What is the reason for your answer to the previous question?” You then can segment people by the choices in the first question along with the open-ended question to create specific segments.

Analysis of open-ended questions starts when 50 responses are received and updates daily for 7 days. After that, there is a button that can be updated once every 24 hours.