When you configure a campaign using the NPS© widget, visitor feedback and comments can be viewed directly in the campaign report.
Results related to the NPS© are shown in the report NPS tab. If no widget was configured in your campaign, the NPS tab is not displayed. However, if you have implemented an NPS widget in one or more variations of the campaign (and collected feedback), the NPS tab is displayed in the campaign report. Even if you delete the NPS widget later, all data in the form of collected feedback is saved in the campaign report.
You have until April 10th 2020 to extract NPS reports from the campaigns that started before October 3rd 2019. Campaigns that started after October 3rd 2019 will now be available in the new NPS Graph Reports.
Accessing the NPS report
To access the NPS© report, apply the following steps:
- Go to the dashboard and click the of the desired campaign:
- Click the NPS© tab:
The NPS© results are displayed.
The Score card displays the following information:
- The NPS© score calculated for the campaign (all variations included). It is calculated automatically as a function of the percentage of detractors and promoters. The NPS© is expressed as a number and can range from -100 to +100.
The score is calculated as follows: percentage of detractors minus percentage of promoters. Passives aren’t taken into account for the calculation as they are considered as “neutral”.
The NPS© widget may be implemented on one or more variations of your campaign.
The NPS© report displays the results for each variation the widget was implemented on.
NPS® responses by rating
For each variation, the first section (NPS© responses by rating) displays a bar showing the number of detractors in red, promoters in green and passives in yellow.
When you hover the mouse over the voter distribution bar, it displays the percentage for each category.
It also displays the variation ID and the summary of information configured in the widget:
- The NPS question
- The open-ended question
The Show Graph button enables you to display a graphical representation of all the collected data. Each line represents a variation and shows the evolution of your results by day for the last 10 days.
For each day the following information is displayed:
- variation ID
- NPS score
- number of Promoters
- number of Detractors
- number of Passives
Open NPS Widget
You can view and modify your NPS widget within the campaign. To do this, click the Open NPS Widget button located underneath each variation.
When you click Open NPS widget, variation 1 displays by default.
You can export results on a per-variation basis. To export the results of the NPS, click Export results. Once clicked, you will begin to download a CSV export, gathering all comments, scores, source URLs and dates.
The second section (NPS© comments) shows the list of corresponding notes and comments in chronological order.
It also shows the following information:
- The name of the variation the NPS© widget was configured in;
- The date on which the response was sent;
- The country from which the response was sent.
If NPS© widget is implemented on one variation only, the Variation name column is not shown.
You may also sort the results by:
- date (chronological or anti chronological order)
- score (from the highest to the lowest score or from the lowest to the highest)
You can filter comments by:
- Keywords: type the words you are looking for to filter comments.
- Variation: in the All variations drop-down list, select the variation for which you want to display the comments.
- Period: to filter comments by period, apply the following steps:
- In the first date picker (from the), select the date from which you want to display comments.
- In the second date picker (to the), select the date up to which you want to display comments.
- Click Select.
You can combine the Keywords, Variations and Date filters to showcase the exact information you want.
To get an idea of your ranking in relation to other companies, some websites offer NPS© comparisons by industry. You can also contact your dedicated CSM for more information.
A negative rating means there are more detractors than there are promoters, and conversely, a positive rating means there are more promoters than there are detractors. However, a negative rating does not necessarily imply poor performance. This depends on the company type and field.
Generally speaking, a rating above 10 is considered to be good, a rating above 50 is considered to be excellent, and a rating above 70 is considered to be exceptional.
If possible, compare your rating with that of companies based in your country. The average ratings of certain countries such as the United States tend to be higher because visitors are more likely to give high scores.