NPS Analytics

NPS responses are added to the Appcues NPS dashboard in real-time. 

Score responses are then divided into three groups:

  • Promoters (9-10)
  • Neutrals (7-8)
  • Detractors (0-6)

Your NPS score is calculated as the % of respondents who are Promoters — the % of respondents who are Detractors. 

For example, if you have 1,200 people respond to your NPS survey and 400 are promoters and 200 are detractors, your NPS score would be 17. [(400/1,200) - (200/1,200)] * 100

A Net Promoter Score can range from -100 (100% detractors) to 100 (100% promoters). Appcues calculates your NPS score automatically for responses over the trailing 30 days.

The Appcues NPS dashboard will also show you detailed quantitative and qualitative feedback all the responses with your selected date range and segment. If any user provides multiple NPS scores during the 30 day period (including if they update their score before submitting feedback), we use their most recent score in our calculation.

Note: If someone submits 2 responses within your selected date range, they will only be reflected once within the total respondents at the top of the page, but you will see both of their responses in the responses table below. For example, you may see 98 responded, but 100 responses; 2 people in your date range were able to fill out the survey twice. 

The filter options allow you to view specific responses. 

Exporting NPS Survey Data

There are 2 ways to export NPS data:

1. In Studio: 

You can export your NPS data by clicking the Export button on the right side of the NPS Survey page. The export option will allow you to select a specific date range and segment.

The Studio Export will generate a CSV to your email that looks like this: 

The attributes.score column will reflect their NPS score; and the column will reflect their feedback submission if entered.

2. Using the Public API

Exporting using the Public API will allow you to access all the events associated with the NPS, including when it was shown or dismissed. Here are the descriptions of these events and the properties associated: 

NPS Events and Properties

After you start collecting feedback from customers, you can build reports outside of Appcues using our CSV exports or an integration.
Here is a summary of the event names you may find:
Event Name Event Description
nps_survey_started A user has seen the NPS survey
nps_score A user submitted an NPS score.
nps_feedback A user submitted NPS feedback after selecting an NPS score.
nps_ask_me_later_selected_at A user selected the "Ask Me Later" button at the given timestamp property on an NPS survey that was shown to them
nps_clicked_update_nps_score A user that has already submitted an NPS score selected the "Update Score" option and potentially changed their NPS score.

Each of these events will have default properties as well as additional properties related to the event.

Default Properties

Property Name Property Description
timestamp the time at which this event occurred
userId the user that completed the event
currentPageTitle the title of the page the user was on when the event was completed
currentPageUrl      the url of the page the user was on when the event was completed
sessionPageviews  the number of pages the user visited in the session in which the event was completed

Event Specific Properties

Event Name Event Properties
nps_survey_started default properties (see above)
nps_score score- the score that the user selected,    default properties (see above)
nps_feedback feedback- the qualitative feedback the user provided,   default properties (see above)
nps_ask_me_later_selected_at  askMeLaterSelectedAt- the timestamp at which the user selected "Ask Me Later",    default properties (see above)
nps_clicked_update_nps_score  score- the new score that the user selected,    default properties (see above)

Calculating NPS Score from the Public API Export

Your CSV export will contain all of the events for your users who viewed and took your NPS Survey. When you analyze your results to calculate your NPS Score, there are a few things to keep in mind for your calculations.

Surveys Shown versus Survey Response

The   nps_survey_started event indicates that the user was shown an NPS Survey, and does not necessarily indicate that they responded to it. For your calculations, you will want to use the nps_score event to count up your total NPS respondents.

Users with Multiple Scores

Users may choose to update their score with the "Update Your Score" option, which takes them back to the score submission form. When users submit multiple scores, you will want to use their most recent score in your calculations for the total bucket counts for detractors and promoters.

Users Over Multiple Survey Cycles

If your CSV export spans a timeframe that is greater than your survey's cycle, you will want to count your users' scores for each survey cycle if they were given the survey multiple times. For example, if your survey is shown once every 30 days and your CSV export spans 90 days, there may be users who have taken the survey up to 3 times. 

Their scores should be counted once per survey cycle in order to ensure that you are capturing the overall sentiment of users over that 90 day period.

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