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NPS Report

The NPS Report displays your Net Promoter Score for a specific date range. You can also use the NPS report to view individual ratings submitted via the NPS widget during the date range. This article will walk you through how to use the NPS report and the metrics that are included. 

The NPS Widget asks users a simple question, "How likely would you be to recommend [company name] to a friend or colleague?"

The user can give a rating between 0-10.
  • Users who give a rating between 1-6, are Detractors
  • Users who give 7 or 8 as a rating are Passives
  • Users who give 9 or 10 as a rating are Promoters
Need to learn how to set up the NPS widget? Check out this article.

Getting Started

To access the report, click the report icon in the left-hand menu bar:

Then click "NPS".

Step #1: Set your Date Range

The NPS Report will default to showing you the NPS for the last 30 days. However, you can see your NPS for a single day or for the last year. Click the date filter at the top to change the time frame.

Step #2: Evaluate your Overall Metrics

The Net Promoter Score is the percentage of Promoters minus the percentage of Detractors. So 44% Promotors - 26% Detractors = 18. It counts all ratings giving during the time period you set for the report. (One exception is if a user gives multiple ratings within the time period, only their latest rating will be used to calculate your overall NPS.)
  • Ratings: The number of ratings received during the time period of the report
  • Messages: The number of messages users submitted with their ratings. Users are prompted to tell you more about why they gave a rating.

Step #3: Making Sense of the Data

For each rating you receive, you will be able to see the following:
  • User's Email and Username (if they have one in UserVoice)
  • Rating Date
  • Rating
  • Delta: The difference between the user's last rating and their current one
  • User and Account Fields: The most current set of Standard User and Account Fields you passed for the user. Learn more about this feature here

Step #4: Export your Data for Further Review

Need to do a deeper dive on the metrics? Click the "Export" button in the top right corner. The export will include the user's email, rating, message (if they gave one), delta, and the User and Account Fields you passed. 

Get More Data on Users who Gave NPS ratings

You can use the NPS Widget along with User and Account Fields to see additional data about the users who are submitting ratings. User and Account Fields in UserVoice allow you to pass in user information that is relevant to your business.

We have standard fields you can use out-of-the-box and you can also create your own custom fields, but only the standard fields will be included in the NPS report.

User Fields Included in NPS Report
  • Email
  • Name
  • Type
  • Created_At
Account Fields Included in NPS Report
  • Name
  • Plan
  • MRR
  • Created_At
There are a few ways you can get this data into UserVoice. You can pass it in via the widget using our Javascript SDK, send it in via our API, or import it from a CSV. To learn how to get started passing in User and Account Fields, check out this article.

Common Questions

Q:  How do I follow up on NPS ratings?
A: We recommending exporting your report, and following up through your chosen email client or tool directly with users. The export will include all the user information and any details they gave on their rating.

Q: Why are my custom User and Account Fields not showing in the report?
A: The NPS report does not yet support custom User and Account Fields. If you want to see this feature, please share it as an idea on our forum.

Q: Can I remove past ratings?
A: Not at this time. If you would like to see this feature, please vote for the idea here.

Q: I'm passing created_at dates for users with the API, but they aren't reflected in the NPS report.
A: You must pass the created_at date in the widget, and not the API. More information about passing this data in the widget can be found here.

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