Overview

This article explains the Promoter Survey Page elements, their functions, and how you can interpret them for better survey monitoring.

Promoter Survey - Video Tutorial

Data Overview

Status Field

It is located right above the Net Promoter Score Box on the Promoter Survey Page.

Status Field shows whether the Promoter Survey will be shown to your users or not.

There are two statuses: Inactive and active.

Net Promoter Score

Your Net Promoter Score is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters, which can range from a low of -100 to a high of 100.

Total Responses

Total number of survey responses submitted by users.

Total View

Total view count is increased when a user sees the Promoter Survey.

In a period (which is the number you set to define how many days later the user will see the survey again), a single user can only increase the total view count by one.

Response Rate

It is total responses over total view.

Written Responses

It shows how much qualitative (written) feedback you gathered.

If you disable the feedback question from the Promoter Survey settings page, the number will always be zero.

Responses Pie Chart

Promoters

The percentage of users who have given you 9 or 10 in the survey.

Neutrals

The percentage of users who have given you 7 or 8 in the survey.

Detractors

The percentage of users who have given you 6 or less in the survey.

☝️ Note here: 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.

Related Articles:

Creating the NPS Survey

Where are the NPS Responses located?

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