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Promoter Survey
Monitoring the Promoter Survey
Monitoring the Promoter Survey
Learn How to Interpret the Promoter Survey Data with UserGuiding
Gabriel avatar
Written by Gabriel
Updated over a week ago

Overview of the Promoter Survey Data

Within the Panel, under the Content section, you will find the Promoter Survey tab. When you click on it, you can overview the collected Promoter Survey Data starting with the "Net Promoter Score".

Net Promoter Score: 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 a graphical representation of Promoters, Neutrals, and Detractors' ratios.

Accessing Response Details

You can also access detailed information regarding any given response through the Latest Responses section.

URL: URL of the page on which the participant has interacted with the Promoter Survey 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 CSV 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 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 Feedback, all you have to do is click on the RESET SURVEY button in the 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 to the survey, modify it and then start collecting feedback for this new version, from the beginning.

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