NPS
The NPS report tracks the single question that predicts whether customers will stick with you and bring others along: "How likely are you to recommend us?" It's your loyalty-and-advocacy dashboard — the place to see which touchpoints are minting promoters, which are creating detractors, and where a sharp drop signals it's time to step in. If you're responsible for retention, brand health or the long-term value of an experience, this is the report that tells you whether goodwill is building or leaking.
Net Promoter Score runs on a −100 to +100 scale, calculated from three segments:
- Promoters — enthusiastic customers who'll recommend you.
- Passives — satisfied but unenthusiastic, and easily tempted away.
- Detractors — unhappy customers who can damage your reputation.
The balance between these three — and how it shifts month to month — is what NPS really measures.
What you'll see
A typical NPS report includes:
- A headline gauge — your overall NPS from −100 to +100, with a year-over-year delta and total responses for instant context.
- Three segment donuts — the share of Promoters, Passives and Detractors at a glance.
- A Timeline combo chart — monthly stacked bars showing the segment mix as a percentage, with your NPS trend line overlaid, so you see both composition and direction in one view.
- A by-Questionnaire table — each survey's NPS with an in-cell bar, plus both a score delta and a response-volume delta versus the prior period. Sortable, with a grand total.
- A Timeline by Questionnaire chart — a grouped bar view of each survey's NPS month by month, ideal for comparing touchpoints over time.
Filter the report by date range, workspace and questionnaire to zoom into a specific brand, market or touchpoint — call center, store pick-up, home delivery, returns, box now and more.
Put it to work
- Find your promoter and detractor factories. Use the by-Questionnaire table to see which touchpoints generate advocates and which generate critics.
- Catch sharp drops early. A sudden dip on the Timeline is a flag for intervention — investigate before it shows up in churn.
- Read the segment shift. A shrinking Promoter slice or a growing Detractor slice on the Timeline tells you why the headline moved, not just that it did.
- Prioritize by volume. Pair the score delta with the volume delta so you act on the touchpoints where loyalty matters most.
Watch the deltas, not just the score
NPS can swing on small samples, so always read the score delta alongside the response-volume delta. A few percentage points on a high-traffic survey is a stronger signal than a dramatic move on one with a handful of responses.