{"id":2450,"date":"2021-12-13T10:25:40","date_gmt":"2021-12-13T10:25:40","guid":{"rendered":"https:\/\/helptest.mainbrainer.com\/knowledge-base\/net-promoter-score-nps-insights\/"},"modified":"2022-09-26T05:36:39","modified_gmt":"2022-09-26T05:36:39","slug":"net-promoter-score-nps-insights","status":"publish","type":"ht_kb","link":"https:\/\/www.mainbrainer.com\/hc\/email\/email-performance\/nps-insights\/","title":{"rendered":"Net Promoter Score (NPS) Insights"},"content":{"rendered":"<div class=\"aricle_container\">\n<p><a href=\"\/hc\/a-z-guide\/nps-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">Net Promoter Score (NPS)<\/a> is a globally recognized and widely accepted metric that helps you measure your customer&#8217;s loyalty and satisfaction.<\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h2>How to Calculate Your NPS Score?<\/h2>\n<p style=\"padding-top: 1rem;\">Add the<\/p>\n<ul style=\"margin-top: 1rem;\">\n<li style=\"padding-bottom: 1rem;\"><a href=\"\/hc\/landing-pages\/builder\/nps\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS widget to your Landing Page<\/a> or<\/li>\n<li style=\"padding-bottom: 1rem;\">in your <a href=\"\/hc\/email\/creator\/nps\/\" target=\"_blank\" rel=\"noopener noreferrer\">Email campaign<\/a> and<\/li>\n<li>distribute it to your customers.<\/li>\n<\/ul>\n<p>Your customers&#8217; responses will be used to calculate your <strong>NPS&nbsp;<\/strong><strong>score&nbsp;<\/strong>and will be updated on the NPS dashboard under the <strong>Insights<\/strong> menu.<\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h2>Navigating to the NPS Dashboard<\/h2>\n<p>To access the NPS dashboard, use the <strong>Main Menu<\/strong> on the left to expand the <strong>Insights<\/strong> menu and click <strong>NPS<\/strong>.<\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2213 size-full\" title=\"NPS insights main menu\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/net-promotor-score-insights.png\" alt=\"NPS Insights, insights menu. NPS is highlighted\" width=\"488\" height=\"634\"><\/p>\n<div style=\"padding: 20px 0;\"><\/div>\n<p>Use the <strong>Filters<\/strong> button <em>(as highlighted in the below screenshot)<\/em> to specify the filters and define the input data for NPS calculations.<\/p>\n<div style=\"padding: 20px 0;\"><img decoding=\"async\" class=\"alignnone wp-image-2218\" title=\"NPS insights overview\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-insights-overview.png\" alt=\"NPS Insights, NPS report overview. The filters button is highlighted\" width=\"640\"><\/div>\n<div style=\"padding: 14px 0;\"><\/div>\n<p>As you click the <strong>Filters<\/strong> button, the following <strong>NPS Filters<\/strong> sidebar will appear.<\/p>\n<div style=\"padding: 20px 0;\"><img decoding=\"async\" class=\"alignnone wp-image-2222\" title=\"NPS insights filter\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-insights-filter.png\" alt=\"NPS Insights. Select date range defaults or set custom range\" width=\"640\"><\/div>\n<p><strong>As seen in the above screenshot,<\/strong><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li>Use the options available under the first field <strong>Date Range<\/strong> to select the date range of the input data. That is; the dates between which you received the NPS responses that you wish to consider for calculation of the NPS score and associated metrics. By default, the last 30 days&#8217; data is used to calculate the NPS score.\n<div style=\"padding: 14px 0;\"><\/div>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2224\" title=\"NPS insights date filters\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-insights-date-filters.png\" alt=\"Options for last 7 days, last 30 days or last 90 days\" width=\"640\"><\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<\/li>\n<li style=\"text-align: left;\">Use the second field to narrow your input data for a specific Contact List of your CRM. By default, and until otherwise stated, NPS data for all your Contacts is used to calculate the NPS score. Once you specify the Contact List, the subsequently displayed drop-down menus help you define input data rules to further refine the input data.\n<div style=\"padding: 14px 0;\"><\/div>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2225\" title=\"NPS filter rules\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/filters-net-promoter-score.png\" alt=\"NPS insights, filters. Define a rule based on option\" width=\"640\"><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<div style=\"padding: 20px 0;\"><\/div>\n<blockquote class=\"elevio-box-info\"><p><strong>Note<\/strong>: By default, and until otherwise stated, NPS data from all your campaigns (for the default date range of the last 30 days) is used to calculate the NPS score.<\/p>\n<p>Once you specify your preferred filter settings, those will be used to auto-populate the NPS dashboard on subsequent logins until changed again.<\/p><\/blockquote>\n<p>Based on the input data filters defined, the NPS dashboard is populated. The NPS Dashboard has the following five distinct sections:<\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h4>1. Net Performance Score Report<\/h4>\n<p>This section specifies:<\/p>\n<ul style=\"list-style-type: circle;\">\n<li><strong>The NPS Score&nbsp;<\/strong>\u2013 The NPS score, based on the input data defined in the filters section.<\/li>\n<li><strong>Compared<\/strong> \u2013 This metric shows how the NPS score has changed, as compared to the previous duration. For example, if you define the input range as <strong>last 7 days<\/strong> in the <strong>Filters<\/strong> section, this metric will represent how this week&#8217;s NPS score compares with the last week&#8217;s NPS score. Graphically, on the gauge chart, the NPS score is represented as a percent of 200 (i.e., as a percent of the entire value range it can possibly take \u2013 from -100 to 100)<br \/>\n<blockquote class=\"elevio-box-warning\"><p><strong>NPS score&nbsp;<\/strong>(as represented on the gauge chart)<strong><span style=\"color: #969696;\">&nbsp;<\/span>= (NPS score + 100)\/200*100<\/strong><\/p><\/blockquote>\n<\/li>\n<li>The total number of responses received for the data set specified in the filters section, along with the absolute numbers of the Promoters, Passives, and Detractors, and their respective percentages vis-\u00e0-vis the total responses received.\n<div style=\"padding: 14px 0;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-2818\" title=\"NPS insights report\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-insights-report-1.png\" alt=\"NPS insights, filters. Net performance score report overview\" width=\"640\" height=\"272\"><\/div>\n<div style=\"padding: 20px 0;\"><\/div>\n<\/li>\n<\/ul>\n<div style=\"padding: 14px 0;\"><\/div>\n<h4>2. NPS Trend Line<\/h4>\n<p>This section graphically represents the day-wise changes in the NPS score during the input data interval <em>(as specified in the Filters section).<\/em><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2232\" title=\"NPS trend line\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-trend-line.png\" alt=\"NPS insights. NPS trend line overview\" width=\"640\"><\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h4>3. Scoring Trend Line<\/h4>\n<p>This section graphically represents the day-wise percentages of promoters, passives, and detractors during the input data interval <em>(as specified in the Filters section).<\/em><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2235\" title=\"NPS trend line comparison\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-trend-line-comparison.png\" alt=\"NPS insights. NPS report trend line comparison\" width=\"640\"><\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h4>4. Responses<\/h4>\n<p>This section graphically represents the day-wise absolute values of the promoters, passives, and detractors during the input data interval <em>(as specified in the Filters section).<\/em><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2238\" title=\"NPS response insights\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-response-insights.png\" alt=\"NPS insights. Diagram over responses\" width=\"640\"><\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<h4>5. Feedback<\/h4>\n<p>This section displays the comments received in response to the open-ended question in the NPS widget.<\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-2240\" title=\"NPS insights feedback\" src=\"https:\/\/www.mainbrainer.com\/hc\/wp-content\/uploads\/2021\/11\/nps-feedback-insights.png\" alt=\"NPS insights. Feedback form results page\" width=\"640\"><\/p>\n<div style=\"padding: 14px 0;\"><\/div>\n<\/div>\n<style>\n  .aricle_container p,.aricle_container li{color: rgba(0,0,0,.8)!important}  .aricle_container span{color:#0070ba!important}.aricle_container li,.aricle_container blockquote{font-size:18px!important;    font-weight: 400;<br \/>\n  }<br \/>\n<\/style>\n","protected":false},"excerpt":{"rendered":"<p>The NPS Dashboard displays your NPS score along with NPS score trend lines and changes in NPS score compared to the previous duration.<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"open","template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"ht-kb-category":[225,215],"ht-kb-tag":[],"class_list":["post-2450","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-email-performance-insights","ht_kb_category-landing-page-performance-insights-landing-pages-nb_no"],"_links":{"self":[{"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb\/2450","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/comments?post=2450"}],"version-history":[{"count":8,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb\/2450\/revisions"}],"predecessor-version":[{"id":11784,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb\/2450\/revisions\/11784"}],"wp:attachment":[{"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/media?parent=2450"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb-category?post=2450"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/www.mainbrainer.com\/hc\/wp-json\/wp\/v2\/ht-kb-tag?post=2450"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}