Overview of the NPS Survey Data
Within the Panel, under the Content section, you will find NPS tab, click on it. On the arrival page, you can overview the collected NPS Survey Data starting with the "Net Promoter Score".
NPS: as you already know, is calculated by subtracting the percentage of customers who are detractors ( >6 ) from the percentage who are promoters ( <9 ), which can range from a low of -100 to a high of 100.
Total Responses: total number of unique user IDs who have responded to the survey with a score.
Total View: total number of unique user IDs who have seen the survey.
Response Rate: the ratio of "Total Responses" to "Total Shown".
Written Responses: total number of unique user IDs who have given a written answer to the "Feedback Question".
Just beneath these numbers, you can find survey&feedback questions, and graphical representation of Promoters, Neutrals and Detractors' ratios.
You can also access detailed information regarding any given response by clicking on the SHOW RESPONSES Tab.
URL: Url of the page on which the participant has interacted with NPS pop up and given a score.
Time: Date and time details of the corresponding score&answer.
Score: Net Promoter Score given by a participant within the corresponding URL.
Specifications: Screen, Browser & Operating System details that belong to the participant.
Feedback: Answer of the participant to the Feedback Question.
Actions: In order for you to delete any feedback distorting the accuracy of the overall survey and so forth.
Export XLSX is the button in the lower-right corner in order for you to extract the NPS Data for further processing or data storage.
Note that, even if you click on SHOW RESPONSES on the bottom of the page and delete a certain response from the list view, it's not going to be discounted from the numbers in the Data Overview with the intent of having a consistent data count.
Reset & Settings
In order to initialize the survey data and start over collecting Net Promoter Score and Feedbacks, all you have to do is click on the RESET SURVEY button on upper right-hand corner. Thus, you can restart gathering survey data with your current survey.
As an alternative, by visiting SETTINGS, you can make changes within the survey, modify it and then start collecting feedback for this new version, from the beginning.