When you configure an NPS© survey using the NPS© widget, visitor feedback and comments can be viewed directly in the campaign reports.
Results related to the NPS© are shown in the reports’ NPS tab. If no widgets were configured in your campaign, the NPS tab is not displayed. However, if you have implemented the widget for one or more variations of the campaign (and collected feedback), the NPS tab is displayed in the campaign reports. Even if you delete the NPS widget later, all data in the form of collected feedback is saved in the campaign reports.
If you delete a variation containing an NPS widget while answers have already been collected, the data will still be counted in the campaign NPS. In order to reinitialize the data, you need to create a new campaign.
Accessing the reports analysis
To access the NPS© analysis, 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. 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© reports display the results for each variation the widget was implemented on.
For each variation, the first section (NPS© notes) 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 two buttons located underneath the results enable you to carry out the following actions:
- Open NPS widget: to view the widget in the campaign editor.
- Export results: to export the widget results in CSV format.
The Show Graph button enables you to display a graphical representation of all the collected data. It enables you to view the evolution of your results over time and analyze trends.
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 antichronological order).
To get an idea of your ranking in relation to other companies, some websites offer NPS© comparisons by field. 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.