NPS Analytics

Analyzing your NPS score

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. That is, if you have 1,200 people respond to your NPS survey and 400 are promoter 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. If you want to calculate your score for a different timeframe or for longer than 30 days ago, you have two options:

  • Send your NPS data to one of our integrations: If you have one of our integrations enabled, NPS scores will automatically send there where you can analyze them over longer timeframes.
  • Export your NPS data to a CSV: Click on the "Export CSV" button and you'll be able to download a spreadsheet of all of your NPS responses. 

The Appcues NPS dashboard will also show you detailed quantitative and qualitative feedback for the 50 most recent responses. 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.

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Exporting NPS Survey Data

You can export your NPS data by clicking the Export on the right side of the dashboard

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Calculating NPS Score from the CSV 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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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)
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