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, you can see the chart of all of the open-ended responses to the Why? question below. This is powered by the same Word Cloud tools as the observations in our Understand section. You can view the word cloud from which the chart is generated and hide terms you don't find useful, combine terms, change the spelling, and even combine non-adjacent terms. As soon as you click Apply Changes the chart will refresh. If you would like to save the changes you made, make sure you click Save before leaving this page.