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Use this guide to read the results of an NPS survey. It is for MSP staff and for company users whose role includes Surveys access.

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Before you start

  • Your role needs Surveys read access. Your MSP controls this in Settings > Users & Roles. Answering an NPS invitation does not give you access to results.
  • The page follows the company selector. If you can change the company, the numbers reload for that selection.

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Open the analytics page

1

Open Surveys

Click Surveys in the sidebar.
2

Find the NPS survey

The list starts with the Active status filter. Use the Type filter to show NPS, and change Status to see inactive surveys. If the survey has several versions, expand it with the arrow beside the title and choose the version you want.
3

Open the analytics

Click the survey title, or open the row’s menu and choose View Analytics. The NPS Analytics page opens.

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Read the summary

The top card shows the NPS Score with a status badge. The badge reads Excellent at 50 or above, Good from 0 to 49, and Needs Improvement below 0. The tiles next to it show these figures. Below the tiles, three meters show Promoters (9-10), Passives (7-8) and Detractors (0-6) with counts and percentages. NPS is the percentage of promoters minus the percentage of detractors, rounded to a whole number. It runs from -100 to 100. Passives count in the total but are not added or subtracted. For example, six promoters, two passives and two detractors make an NPS of 40 (60% minus 20%).

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Read the charts and comments

1

Check the score distribution

Score Distribution shows how many responses landed on each score from 0 to 10.
2

Check the trend

NPS Over Time shows monthly NPS and response counts. It shows Not enough data for trends until there are responses.
3

Compare companies

NPS by Company lists each company with its NPS and its promoter, passive and detractor counts. Expand a company row to see its respondents, scores, dates and feedback.
4

Read recent feedback

Recent Feedback lists up to 25 of the latest responses that include a comment. Responses without a comment still count in the score.
A small number of responses can swing the score. Look at Responses, the score distribution and the comments together, not just the color of the badge.

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Troubleshooting

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Frequently asked questions

No. NPS subtracts the detractor percentage from the promoter percentage. Avg Score is the average of the 0 to 10 scores.
Yes. They count in the total, which is the base for the promoter and detractor percentages.
No. It means promoters and detractors are equal in share. It also shows 0 when there are no responses.
Expand the company row in NPS by Company.
No. This page has no option to edit an NPS response.
No. Company users see only the companies their role and company scope allow. Ask your MSP if something is missing.