“Insights” of a NPS Statement

“Insights” of a NPS Question

Users have a provision to analyse the survey data at different functional levels. To analyse a survey report, go to the list of surveys and select one to analyse. Click on the Analyse option. In this case, click on the NPS report type.

Once users select the analyse option, they will be directed to the Dashboard page of the reports or the Insights page.

All the scores shown on the Dashboard page are specifically for the highlighted question. Filters can be applied by using the Filter Dropdown as well as by changing the dates.

Scores can also be verified in terms of Overall and Average. Toggle switch to NPS or AVG as per the requirement. NPS indicates Overall scores having based on the sum of all responses w.r.t total response. AVG indicates average scores considering only positive response i.e., 4 & 5 in terms of NPS only. Total number of respondents will be the same for both NPS and AVG.

The Score section is based on the total number of responses and considers only the positive responses. The Score section changes to a 5-point scale when the AVG toggle is switched enabled.

Users can also change the date (timeline) filter by selecting a specific timeline given as 7 days, 30 days, and 90 days. The Date Range allows the user to select a specific timeline and analyse the survey data as per the selected Date Range. The scores on the Insights page will change as per the selected Date Range.

Users can verify overall responses in terms of total respondents, overall score, Total Satisfied, Dissatisfied and Neutral scores in the count and as well in percentage as shown in the image above.

To understand more about the calculation logic of the NPS, the user can click on the ‘i’ icon given to the right side of the NPS section.

Score Break-Up:

The Score Break-up bar graph shows the number of respondents in a categorized format according to their responses. It displays the number of respondents as opposed to the scores they have given. For e.g., in this case below, in total 14 respondents have selected option 9 as an answer to the NPS question.

Trend:

The trend graph allows users to verify the participant responses from 0 to 10. It shows the count of survey participants as Promoters, Passives, and Detractors. Users can change the timeline from the dropdown as per the view required. For e.g., if the daily filter is selected, the trend graph shows the distribution of Promoters, Passives, and Detractors count of each day. The blue line displays the overall NPS score. The date and the count of Promoters, Passives, and Detractors hover once the cursor is on a graph.

Note: The data is shown as per the selected timeline.

Distribution:

The distribution graph shows the number of Promoters, Passives, and Detractors. The green graph indicates that the number of Promoters is greater than Passives and Detractors, Yellow indicates the Passive count is greater than the other two. Red indicates Detractors count is larger. The white section indicates no participants have responded. Users can check a monthly report i.e., the participant number each day or an hourly report which shows the hourly responses in one day. The Promoters, Passives, and Detractors count can be seen once a user hovers the cursor to a section.

Drivers and Draggers:

Drivers and Draggers show the overall scores theme-wise. The date range (timeline) filter gets applied to Drivers & Draggers and accordingly the overall scores of the theme get changed. This gives a glimpse of the performance of the Themes present in the Survey.

Sentiments:

The Sentiments section shows the total comments given by the respondents in the survey. Users can also change the word count from the dropdown by default the number is set to 20. As per the selected count, the number of comments will display. Also, the exact number of a comment will hover when a user takes the cursor to a comment. The comments are divided into three categories Positive, Neutral, and Negative. Users can verify the comments by clicking on the desired sentiment (positive, neutral, negative). For e.g., if a user clicks on the green bar i.e., the positive bar, only the positive comments will be displayed below.