To see the results of an NPS Campaign, navigate to the NPS Campaigns Tab, click "Active" and click on the Campaign. You can filter this report to only display results for a particular Account and/or Contact Segment, and you can also adjust the time frame for information that will display in the report.
- View by Date - This filter will narrow the report to only include surveys sent and responses received within the selected time frame, including a custom range or the entire history of the Campaign. For example, if you select "Last 120 days", this will show information about surveys sent in the last 120 days and responses received in the last 120 days. Note that these will not be not perfectly matched pairs of surveys sent and responses received. In other words, the results could include responses to surveys that were sent more than 120 days ago (but the response was in the selected range) and surveys sent within the last 120 days that have not yet been answered.
- View by Recurrence - This filter will only be available for Periodic Campaigns and it allows you to filter to a specific recurrence of surveying. For example, if you have your Campaign set to re-survey every 6 months, then each 6 months that passes will be a recurrence you can isolate. When filtering on recurrence, the report will narrow to only include surveys sent as part of that recurrence and responses received to those specific surveys, even if the response occurred after the end of the recurrence.
The overview section display your calculated Net Promoter Score, information about how many accounts and contacts were surveyed, as well as a breakdown of the response method of your users.
NPS Survey Responses
This section gives you a breakdown of your Detractors, Passives, and Promoters. It displays, at a high level, when customers responded to your survey and which category they fall into. You can choose to view the data visually either by NPS or by Number of Responses
Sent Survey Engagement/Recurrences
Depending on whether your Campaign is Periodic or On Segment Entry + the filters you are using to narrow your results, you will see a "Sent Survey Engagement" section or a "Recurrences" section. These sections provide details about the number of contacts surveyed, how surveys were sent (email or in-app), and if the surveys were engaged (opened, unsubscribed, etc.). The Recurrences section will also include details on Promoters, Passives and Detractors for each recurrence, so trends over time are easy to assess. The metrics in this table are actionable and take you to a Segment of contacts when clicked.
The Contact Details tab houses the specifics around each survey sent and each response received.
You can customize your view to show the most relevant details with the Select Columns and Filter Options, as well as use the Bulk Actions options to take action on your NPS results:
Clicking on the Contact or Account name will take you to the NPS tab on the respective Contact or Account Record.
There is a NPS Score field that lives on the Account Overview panel. This score may be different than what you see in the NPS Tab. This score represents the most recent score from each contact in the account and then calculates (Percentage Of Promoters) - (Percentage Of Detractors).
This tab allows you to see aggregate information about NPS Surveys for a specific Account or Contact. If you want to change which NPS Campaign this dashboard is displaying information for, use the drop-down located at the top right of the dashboard.The score provided here takes into account all NPS scores given, including if a contact has answered more than once, and calculates using (Percentage Of Promoters) - (Percentage Of Detractors).
|Remember: The dashboard displayed in this tab is Contact or Account specific. To see Aggregate information for the whole Campaign, view the report in the NPS Campaigns section (mentioned above)|