Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
  • Home
  • Analytics
  • Experience and Event Analytics

NPS Analytics

Updated at December 6th, 2022

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Installation & Developers
    Installing Appcues Installing Appcues Mobile API & Data Troubleshooting Extras
  • User Experiences
    Web Experiences Building Web Experiences Building Mobile Experiences Customization & Styling Targeting Studio Troubleshooting Use Cases FAQ
  • Mobile
    Installation & Overview Building Mobile Experiences Mobile Analytics Troubleshooting
  • Account Management
    Subscription Users & Data
  • Analytics
    Experience and Event Analytics Data
  • Best Practices
    Use Cases Pro Tips PLG FAQ
  • Integrations
    Integration Documents Use Cases Resources
  • Post-mortem
    System Incidents
+ More

Table of Contents

Exporting NPS Survey Data 1. In Studio: 2. Using the Public API NPS Events and Properties Default Properties Event Specific Properties Calculating NPS Score from the Public API Export Surveys Shown versus Survey Response Users with Multiple Scores Users Over Multiple Survey Cycles

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.

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 attributes.feedback 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.

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Viewing Form & Survey Results
  • Goals Overview
  • Understanding Flow Event Data
  • Studio Event Analytics
Appcues logo

Product

Why Appcues
How it works
Integrations
Security
Pricing
What's new

Use cases

User Onboarding Software
Feature Adoption Software
NPS & Surveys
Announcements
Insights
Mobile Adoption

Company

About
Careers
we're Hiring

Support

Developer Docs
Contact

Resources

The Appcues Blog
Product Adoption Academy
GoodUX
Case studies
Webinar Series
Made with Appcues
Appcues University

Follow us

Facebook iconTwitter icon greyLinkedin iconInstagram icon
© 2022 Appcues. All rights reserved.
SecurityTerms of ServicePrivacy Policy
Expand