NPS data and responses

Once you have created your NPS, you will see the responses and the data being updated on the NPS page.

In this article, we will provide you with information about the data Userpilot collects and how to find your user's answers.

Overview

• Total Shown: The total amount of times the NPS has been seen by your users.
• Total Responses: The total amount of responses.

• Response Rate: Percentage of users who replied out of every user who has seen the NPS. This percentage is calculated by dividing the number of Total Responses by the number of Total Shown (and multiplying it by 100).

  For example, if 115 users have seen the NPS and only 40 replied to it, you will have a 35% Response Rate.

• Qualitative Responses: The total amount of responses that were given on the follow-up question. This includes the responses where customers have provided written feedback, as well as the score.

To learn more about the Score and the Responses widgets, please check our article: What does my NPS score mean

Glossary

Promoters

Customers who responded with a score of 9 or 10. These are typically loyal and satisfied customers who will spread the word and promote your product.

Passives

Customers who responded with a score of 7 or 8. These are customers who are satisfied with your service but not happy enough to be considered promoters. Usually, they have a low likelihood of churn but they won't promote your product.

Detractors

Customers who responded with a score of 0 to 6. These are dissatisfied customers who are likely to churn and may even spread negative words about your product.

NPS History

In this chart, you will see how your NPS scores have changed over time, depending on the Time Period you have selected at the top of the page.

Remember to hover over the data points if you wish to see a more detailed explanation of each bar.

Additionally, you can compare this chart to the Previous Period, which is a very useful instrument for figuring out your users' satisfaction.

For example: Let's say you have implemented new changes to your product, and you wish to see if these changes are reflected in your users' NPS Scores.

You can select Time Period to be Last 7 days and click on 'Previous Period'. There you will see if there has been an increase or decrease in Promoters due to the new updates.

Responses

• User: contains the user name and user ID.
• Score: the value in the likert scale (from 0 to 10) that your users have chosen.
• Feedback: the feedback your users have sent. If this column is empty, it means that your user has not replied to the follow-up question.
• Time: when the reply was sent.

You can view more information about each reply by clicking on it.

Responses can be filtered by:

• Tags: To learn more about this, please check the section 'Tags' in this article.
• Responses: Promoters, Passives or Detractors.
• With feedback only: When enabled, it will only show the NPS responses that were submitted with feedback (users who answered the follow-up question)
• Display excluded responses: When enabled, it will only display the responses that were previously excluded from being calculated.

How to exclude responses?

Excluded responses won't be counted in the NPS analytics. That is to say, excluded responses will not be included in the Overview tab.

This feature is useful if you're trying to test the NPS, given that you can exclude the answers that were not sent from real users of your product. These responses are not valuable data so they can be excluded.

To exclude an NPS response:

1. Click on the three-dot menu on the right of the answer you wish to exclude
2. Click on 'Exclude response'.

• Never show again: You can enable this option if you want a specific user to never see the NPS again. Enabling this option by itself won't exclude the existing response from being calculated on the analytics.

Tags

NPS tags can help you keep track of certain responses given by your users.

How to create a tag?

1. Click on the response you want your tag to be in on the Responses tab.
2. Click on the +Add a tag button.
3. Write the name of the tag you want to create. You will see a drop-down menu with the tags that have already been created.

To find more information about your Tags, go to the Tags tab.

• Name: The name of the tag you have created. You can rename tags by clicking on the three-dot menu on the right and selecting 'Rename'
• Responses: The amount of responses that this tag has been added to. If you click on the number, you will be redirected to the Responses tab with the filter already added
• Score: The percentage of each type of Customer response. It is shown in a graph with different colors for each. Green for Promoters, grey for Passives, and red for Detractors.

As with other Userpilot content, Tags data can be downloaded by clicking on the Export data button.