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View the Net Promoter Score dashboard

Lisa Wong
Updated

View the Net Promoter Score℠ dashboard

Use this dashboard to view results and improve participation recommendation results.

Create a Net Promoter Score℠ question1

Determine the average Net Promoter Score (NPS)℠ participant category and use NPS® data to improve participation recommendation results.

Note:
  • Only Admins and Power Users can perform this task.
  • The NPS® dashboard only contains data from live and completed responses.
  • The NPS® dashboard can display results from NPS® questions that are authored in different languages. However, the dashboard itself is available in English only.
  1. Click the App Drawer and select Actions, and then click the NPS® tab.
    Find the results of the Net Promoter Score℠ question reflected:
    Tiles Description
    Score

    The average NPS® of all participants. It includes the scores from all NPS® questions in the last six months and calculates the average.

    The Score is calculated using the following formula:

    Note: The Score can display a Null symbol when there are no NPS® responses in the system.
    Category

    Hover over the chart to see the number and percentage of:

    • Detractors: Participants who rated something from 0 to 6, indicating they would not recommend it.
    • Passives: Participants who rated something from 7 to 8, indicating neutral feelings.
    • Promoters: Participants who rated something from 9 to 10, indicating they would recommend it.
    Score Over Time

    The average NPS® score over time of all participants. It takes the Score of each month and display it in a monthly view.

    Why?

    The NPS® word cloud uses open end responses from the open-end follow-up question. It counts the number of word used per response, not amount of times the word was used in a single response.

    Hover over the word to determine the number of times the word was used.

    Note: The top 50 words are displayed in the NPS® word cloud.
  2. Optional: On the toolbar at the top of the page, click one of the following options to customize your filtering.

    The following image corresponds to the table below with information about the filters available.

    Number Option Description
    1 Survey Name
    Note:
    • Caching may cause survey names to take 30 minutes to load in the Survey Name filter.
    • If questions are named exactly the same in multiple activities, it will not appear as an additional option in the filter. To resolve the issue, return to an activity with a NPS® question and rename the Question name.

    The following conditions are available to filter multiple surveys and questions:

    • Is
    • Contains
    • Starts with
    • Ends with
    • Is blank
    • Is null
    • Is not
    • Doesn't contain
    • Doesn't start with
    • Doesn't end with
    • Is not blank
    • Is not null
    • Matches a user attribute
    • Matches (advanced)
    2 Question Name
    1. Optional: To add a condition statement, click the Add button on the right.
    2. Optional: To remove a condition statement, click the Delete button on the right.
    3. Click Reload to refresh the dashboard using your current filter conditions.
      Note: You can see when the dashboard was last refreshed in the top right of the page.
Parent topic: CX Dashboards
Related information
1 Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.

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