The Net Promoter Score (NPS) is a metric calculated from the recommendation question:
"On a scale of 0 to 10, how likely are you to recommend our store to a friend or colleague?"
Example of a customer experience:
The score given (between 0 and 10) allows respondents to be categorized into three groups:
- DETRACTORS: Respondents who give a score between 0 and 6.
- NEUTRALS (or Passives): Respondents who give a score of 7 or 8.
- PROMOTERS: Respondents who give a score of 9 or 10.
How is it calculated? The NPS is calculated as follows:
Note: Passives are not included in the NPS score calculation.
For example:
You received 130 responses in January, distributed as follows:
- 80 Promoter respondents
- 20 Detractor respondents
- 30 Neutral respondents
Interpretation of NPS Data:
From the Statistics - NPS tab, this section consists of the following elements:
- A reminder of the period selected by the user and the corresponding NPS score.
- A comparison with the selected Y-1 period. Hovering over displays the NPS score and volume for the Y-1 period.
- Number of participations: a dynamic data visualization that allows the user to see the percentage of end customers who are promoters (in green), neutrals (in gray), and detractors (in red).
A box for each NPS category (Promoter, Neutral, and Detractor) includes:
- Percentage of the NPS category,
- Percentage change compared to the Y-1 period (positive, negative, or equal),
- Number of participations for the NPS category,
These boxes can be clicked to redirect the user to the Customer Participation page, filtered by the currently selected period and the NPS category.
The ranking of the selected establishment(s) at the brand level is displayed:
This element can be clicked to display the ranking at the brand or regional level. This ranking shows the names of locations in ascending order according to their NPS rank (Net Promoter Score).
Note: The only difference in the overview between a user profile with multi-location access and a profile with single-establishment access is the presence of the ranking in the top right corner.
Distribution and Evolution:
It is possible to have the distribution of NPS scores by other criteria such as the survey, collection channel, etc.
An evolution card is available to track the change in your store's NPS score or within your scope if you have access to multiple locations. This evolution can be viewed by days, weeks, months, years, or quarters.
Clicking on the displayed evolution line shows a detailed card: comparing the current score vs. Y-1 and the percentage change (negative, equal, or positive).
