Read the summary
Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. Passives count toward the total used in the calculation even though their percentage is not added or subtracted.
For example, six promoters, two passives, and two detractors produce an NPS of 40: 60% minus 20%. This is different from the average recommendation score.
Check the response count alongside the score. This view can show zero when there are no responses; that is different from a zero NPS calculated from actual feedback. Invitation counts are not proof of email delivery, and the analytics denominator can differ from the list’s sent-invitation count.
Inspect the charts and comments
- Read Score Distribution to see how many included responses fall at each score from 0 to 10.
- Use NPS Over Time to compare monthly NPS and response counts. An empty trend can mean there is not enough response data.
- Review NPS by Company. Expand a company row to inspect the available respondents, scores, dates, and feedback for that company.
- Read Recent Feedback for the latest comments. This list includes up to 25 responses with written feedback; responses without comments still count in the score.
Interpret results carefully
A small number of responses can produce a large score change. Compare the sample size, rating distribution, and comments instead of relying only on the color or status label beside the score. The company breakdown and feedback table can identify respondents. They are intended for the users authorized to view them. The analytics page does not send a reply or publish feedback just because you open a row. This view reads recommendation feedback. It does not provide a recipient-response editor. Use the survey’s invitation to provide feedback, and contact the provider about a correction to a submitted NPS response.Frequently asked questions
Is NPS the same as the average score out of 10?
Is NPS the same as the average score out of 10?
No. NPS subtracts the percentage of detractors from the percentage of promoters and ranges from -100 to 100. Avg Score is the average individual 0–10 response.
Do passive responses affect NPS?
Do passive responses affect NPS?
Yes. Scores of 7–8 count in the total response count, which is the denominator for promoter and detractor percentages.
Does zero NPS mean customers gave zero ratings?
Does zero NPS mean customers gave zero ratings?
No. Zero can mean equal promoter and detractor percentages. The screen can also display zero when no responses exist, so check Responses first.
Why are there fewer recent comments than responses?
Why are there fewer recent comments than responses?
Recent Feedback includes only responses with written comments and shows up to 25 of the latest. Ratings without comments still contribute to the score.
Why is the analytics response rate different from the survey list?
Why is the analytics response rate different from the survey list?
Check the version and company scope first. The analytics view counts invitation records for its denominator, while the NPS list uses sent invitations. Neither number alone proves successful email delivery.
Where can I see the feedback behind a company's score?
Where can I see the feedback behind a company's score?
Expand the company row in NPS by Company to inspect its available respondent details, scores, dates, and feedback.
Can I change a rating from the analytics page?
Can I change a rating from the analytics page?
This page has no NPS response-edit action. Contact the provider if a submitted response needs correction.
Can Company users see every company's feedback?
Can Company users see every company's feedback?
Access depends on the user’s company scope and permissions. Ask the MSP about missing or incorrect access; do not assume analytics are available across all companies.