Insights into your NPS results

Discover more on how to analyze your NPS insights

Luca Micheli
Written by Luca MicheliLast update 2 years ago

If you have activated your NPS Campaign and you are starting to get feedback from your customers, it's time to start understanding and filtering your results to gain more insights and see how you can improve.

How can I analyze NPS results?

  • Go to Feedback on the left dashboard and click on "Insights" under "Net Promoter Score".

  • Let's say we want to understand how the NPS changes if we select all contacts that belong to the list "Active last 30 days & 10+ sessions" and we want to select a date range from February to Match. Click on the date range button and select your date.

  • Then we clicked the "Add filter" button on the left of our NPS Insights page as shown below, and we have selected here all the contacts that belong to the list "Active last 30 days & 10+ sessions".

  • The results changed instantly, showing the relative NPS Score (50) on this segment.

    Note: filter with your own conditions. Use any condition to filter your results instantly. 

If you don't know how to create a custom segment, please read this article here.

  • When you scroll down, you will see the NPS score value calculated day by day. You can see it gradually changing daily, weekly and monthly. To see this information, click on the drop-down menu near "Granularity".

  • Below you will see the user satisfaction, it's an overall distribution of reviews between detractors, passive and promoters.

  • And if you want to see the votes distribution, it's showing on a clear infographic. As you see, in our case, our score is between 6 and 10 out of 10. If you hover over it, it will tell you how many votes each score has.

  • Here you will see all the contacts who met the NPS conditions and received the survey email from the beginning. Any time you filter your audience, the contacts on this page will change accordingly to the filters.

This is how you can analyze the data from your NPS.

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