Welcome to our breakdown of the Net Promoter Module. This article simply explains the functionality of the module. For additional details on our current NPS support, visit this article.
1. Date Range Selector: Directly impacts every other section of the Net Promoter Module. The default selection is last 12 months.
2. Net Promoter Response Overview
2.2 NPS Score Formula: Promoter% - Detractors% = NPS Score. Passives do not contribute to the score. The responses included in this score are all responses from the timeframe selected in the Date Range Selector, for this specific Client.
2.3 NPS Response Score Breakdown: NPS responses grouped by score are seen here. Hover over any bar for details, or click on the bar to trigger the Response Explorer below to filter based on your selection.
3. Plotted Line Chart: Each plotted point shows the NPS score > For that specific time range [could be by day, week(s), month(s)] > As calculated based on responses received during that timeframe only.
For example (not referring necessarily to the screenshot above), if you have your Date Range Selector set at last 12 months, the graph will show you NPS scores broken out into single month ranges. Therefore, you'll see your NPS score calculated based on responses received in each individual month. If you're looking at November's score, and you received 6 responses in November, you will see your score based on only those 6 responses. November's score does not take any other responses received either before or after November into account.
For an overall score based on the Date Range selection you've made, refer to the Net Promoter Response Overview.
4. Response Explorer: From this section of the module, you can view details about individual NPS responses.
4.1 Response Explorer Sort and Filter Selector: From here, you can select which type of response you want to see (Promoters, Passives, Detractors), and choose how you'd like to sort them. Two items to note:
a) Click once on a metric to sort your responses. Click on the same metric to reverse the sort.
b) If the date range you've selected with the Date Range Selector does not have a particular response type recorded for that timeframe, such as any Promoters, then that option will be grayed out.
4.2 NPS Response Date: This is the date the response was originally recorded, in whatever NPS platform collected the response. This is not the date the response was ingested into CS.
4.3 NPS Platform: This is the NPS platform which originally recorded the response. This also serves as a clickable link that will take you to the response as it exists within the NPS Platform.
4.4 Response Explorer Toggle: Here you can toggle between showing/hiding the Response Explorer.