TABLE OF CONTENTS


Introduction


The NPS Report is a feature based report that comes as part of purchasing the add-on.




What is NPS


NPS stands for Net Promoter Score, which is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a company's products or services to others. It is a widely used metric in customer experience management.


Survey Question: Customers are asked a single, straightforward question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?"


Responses Categorisation


ScoreDescription
Promoters (score 9-10)These are customers who are highly satisfied and likely to recommend the product or service.
Passives (score 7-8)These customers are satisfied but not enthusiastic, and their likelihood to recommend is moderate.
Detractors (score 0-6)These customers are dissatisfied and unlikely to recommend the product or service.



Report Filters


Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:


FilterDescription

Merchant Name

The unique name of the merchant.

Date Range

Search, by Feedback Date, a specific period of time.


Report Charts


Feefo charts refer to the visual representations of data generated within the platform.


GraphDescription

Number of NPS Reviews

The quantity or count of reviews that have been collected as part of the Net Promoter Score (NPS) survey.
Number of NPS ResponsesThe total number of feedback responses which include an NPS rating.

Calculation - Number of NPS Responses = Count of Feedback ID with an NPS Response
NPS Response RateThe percentage of feedback responses which include an NPS rating.

Calculation - NPS Response Rate = Number of NPS Responses / Total Number of Responses

% of Responses in each NPS Category

The distribution or percentage breakdown of customer responses across the three categories (Promoters, Passives, and Detractors) in a Net Promoter Score (NPS) survey.

Categories:

  • Promoter: NPS rating of 9 or 10
  • Passive: NPS rating of 7 or 8
  • Detractor: NPS rating of 6 or less

Overal NPS Rating

The Net Promoter Score (NPS) that is calculated based on customer responses gathered from a Net Promoter Score survey.

Calculation - NPS = Percentage of Promoter Responses − Percentage of Detractor Responses

NPS Performance %Line graph showing the distribution of NPS responses across promoter, passive and detractor categories and the NPS Score over time.
The date granularity can be adjusted using the granularity filter.

Number of responses in each NPS category

The count or quantity of customer survey responses that fall into each of the three categories (Promoters, Passives, and Detractors) in a Net Promoter Score (NPS) survey.

Colour Legend:

  • Green: Promoter
  • Yellow: Passive
  • Red: Detractor

Report Table


ColumnDescription
Feedback IDThe unique ID of the Feedback provided.
Merchant IDThe unique ID of the Merchant.
Merchant NameThe unique name of the Merchant.
Response DateThe response date and time YYYY-MM-DD HH:MM:SS
NPS ScoreThe score assigned.
NPS ReasonThe reason provided for the NPS score.
NPS SummaryThe overal summary of the feedback.