Once you begin sending out NPS Surveys, you probably want to view your results. To see Reports, navigate to the NPS Campaigns Tab, click "Active" and click on the Campaign. This will display your NPS Campaign Report. You can filter this report to only display results for a particular Segment, and you can also adjust the time frame for information that will display in the report.
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
If you created your campaign to include "Recurrences", then this Recurrences chart will appear on your results page. This chart separates Survey Information by the occurrence, allowing you to easily see how many people were surveyed with each distribution of the survey. The metrics in this table are actionable and take you to a Segment of contacts when clicked:
Want to see the individual score each contact submitted? The Contact Details tab houses all of this information. It includes the date they were sent the survey, when they responded, their score, any comments they left, and more!
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.
|Note: By Default, this table only shows those who have responded to your survey. To show everyone who was sent the survey, toggle the "Show Contacts Without Responses" button.|
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)|