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
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
- 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.
Common QuestionsQ: 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.