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Overview

Net Promoter Score (NPS) is a metric used to measure customer loyalty by assessing how likely users are to recommend your product. NPS responses help businesses segment customers into three categories:
  • Promoters (9-10): Loyal customers who actively promote your product.
  • Passives (7-8): Satisfied but not enthusiastic customers.
  • Detractors (0-6): Dissatisfied customers who may churn and spread negative feedback.
The NPS score is calculated using the formula: Score = (% of Promoters - % of Detractors) * 100

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Use Cases

  • Identify promoters and detractors to assess overall satisfaction.
  • Address detractors’ concerns before they leave.
  • Compare NPS over time to evaluate updates.
  • Tailor marketing efforts and customer support based on user feedback.

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NPS responses

Once you create an NPS survey, responses and data update on the NPS page. You can filter responses by Segment, Company, Time Period, or Platform (mobile app, web app, or all platforms) to analyze trends effectively.

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Key Metrics

  • Total Shown: Number of times the survey was displayed.
  • Total Responses: Number of users who submitted a response.
  • Response Rate: Percentage of users who responded (Total Responses / Total Shown * 100).
  • Qualitative Responses: Number of users who provided written feedback along with their score.

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NPS history chart

The NPS History Chart tracks score trends over time. Hover over data points for detailed insights. You can also compare different time periods to evaluate how product updates impact user satisfaction.

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Responses breakdown

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Filtering Options

  • Tags: Categorize responses based on custom labels.
  • Response Type: Filter by Promoters, Passives, or Detractors.
  • With Feedback Only: Show only responses that include written feedback.
  • Display Excluded Responses: View responses removed from NPS calculations.

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Response actions menu

Excluding responses Excluded responses are removed from NPS analytics, which is useful for filtering out test responses.
  1. Click the three-dot menu on the response.
  2. Select Exclude Response.
Never Show Again Enable this option to prevent specific users from seeing the NPS survey in the future. This setting does not exclude existing responses from analytics. Exporting NPS Data You can download NPS responses in CSV format:
  • Click Export Data to download all responses.
  • To export a single response, click the three-dot menu next to it and select Export.

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Tags

NPS tags tab helps categorize responses for better analysis. Tags Overview
  • Name: Rename tags via the three-dot menu.
  • Responses: View the number of responses associated with a tag.
  • Score Breakdown: A graphical representation of Promoters (green), Passives (grey), and Detractors (red).
Creating a Tag
  1. Go to the Responses tab.
  2. Click + Add a tag.
  3. Enter a name or select an existing tag.

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FAQs