Net Promoter Score in Reports
Net Promoter Score can be viewed in the following Reports:
- Bar Graph
- Frequency Table
- Advanced Frequency
In calculating NPS, percentages are mathematically rounded, and decimals are not displayed. The responses of participants who skip the NPS question are not considered while calculating NPS.
NPS Trend Over Time
Within Omni, you can track any changes in Net Promoter Score by viewing the NPS Trend.
- Within the Omni Report, hover over the text of an NPS question and click on the three dots to the right.
- Select Show NPS Trend. Based on the dates of all the responses, the system will plot the NPS Trend graph. The line shows the NPS trend and the bars in the chart show the breakdown of Detractors, Passives, and Promoters during each time period.
- To change the time period display, use the Frequency dropdown menu.
In these reports, responses to a NPS question categorize customers as follows:
- Detractors: Customers who provide responses from 0 to 6. These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
- Passives: Customers who choose 7 or 8. These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
- Promoters: Customers who pick 9 or 10. These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
In other reports, results of an NPS question will not display the Net Promoter Score, and respondents will not be categorized as Detractors, Passives, or Promoters. Instead, results will be reported as if the NPS question was a Rating Scale question.
Net Promoter Score Calculation:
To calculate the NPS, the percentage of Detractors (those who chose 0-6) is subtracted from the percentage of Promoters (those who chose 9-10).
NPS = Promoters% (9-10) – Detractors% (0-6)
The Net Promoter Score can range between -100 (all Detractors) to +100 (all Promoters). A positive NPS is seen as good, whereas an NPS of +50 is considered excellent.
In calculating NPS, percentages are mathematically rounded, and decimals are not displayed. The responses of the respondents who skip the NPS question are not considered while calculating NPS.