> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Read NPS analytics

> Understand recommendation scores, response rates, score distributions, company breakdowns, trends, and recent feedback.

In **Surveys**, find an NPS survey and select its title or **... > View Analytics**. Check the version and company scope before interpreting the results. Your MSP controls access to survey data; responding to an NPS invitation does not automatically grant analytics access.

## Read the summary

| Metric              | Meaning                                                                           |
| ------------------- | --------------------------------------------------------------------------------- |
| **Responses**       | Number of response records included in the analytics                              |
| **NPS Score**       | Percentage of promoters minus percentage of detractors, rounded to a whole number |
| **Avg Score**       | Average individual recommendation score, on the 0–10 scale                        |
| **Response Rate**   | Response records divided by the invitation records counted by this view           |
| **Recent Feedback** | Number of comments in the recent-feedback list, not every response                |

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.

<Note>
  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.
</Note>

## Inspect the charts and comments

1. Read **Score Distribution** to see how many included responses fall at each score from 0 to 10.
2. Use **NPS Over Time** to compare monthly NPS and response counts. An empty trend can mean there is not enough response data.
3. Review **NPS by Company**. Expand a company row to inspect the available respondents, scores, dates, and feedback for that company.
4. 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.

If your account can change the company selection, the analytics reload for that selection. Keep the same survey version and company scope when comparing figures.

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Related guides

* [Find surveys and read questionnaire results](/user-guides/surveys/view-survey-results)
* [Respond to an NPS survey](/user-guides/surveys/respond-to-nps)