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NPS details & analysis

note: All of the data displayed in the following charts/widgets is dependent on the date range selected at the top of the page

NPS Daily/Weekly/Monthly

npsDailyWeeklyMonthly.png

In the NPS Daily/Weekly/Monthly chart, we can take a look at the trending of our NPS score on a daily, weekly or monthly basis, as well as the margin of error for any given datapoint.

Additional Viewing Options

Adjusting your date range at the top of the page will reveal additional viewing options:

  • Today, Yesterday, or Last 7 days: view will be restricted to Daily
  • Last 30 days: view will be restricted to Weekly
  • Custom: if your custom date range is greater than 30 days, both Daily and Monthly are available

note: a selection of Weekly will result in the NPS calculation for each week’s set of responses.

Page/Feature usage by detractors vs promoters

npsPageUsage.png The page/feature usage widget displays pages, or features, and their usage. Pages/features that experience a greater percent of usage by detractors than promoters are represented at the far left of the graph.

Line height represents the relative number of NPS respondents who have used a particular feature - the greater the height, the more visitors have used it.

The page/feature usage widget displays pages, or features, and their usage by detractors vs promoters.

npsPageUsageHoverTT Hovering over any of the lines will reveal additional information such as the page/feature name and either the average time on page per day or number of clicks on the feature by respondents in the selected date range. The number in parenthesis represents the number of respondents/users who make up the usage.

Zoom/Reset View

You may find that you have a lot of pages and features tagged - that’s a good thing! To drill down into the data, simply click and drag your mouse over any section of the data to zoom. Clicking Reset Zoom will reset the data to the default view.

Colors

The colors for each tick reflect the color of the group that the respective page or feature is associated with.

NPS Total Usage Scatterplot

npsTotalUsage.png

note: all usage in this scatterplot is independent of your selected date range. Data displayed is usage for the trailing 30 days from time of each visitor’s response

Scatter Plot

Here we can view a color coded (red - detractor, yellow - passive, green - promoter) distribution of all usage for a given visitor as it relates to their score. Hovering over any of the dots will reveal additional data such as the visitorID and their total average usage (min/active day) or the total number of clicks if the view is specific to a feature.

Clicking on any of the dots will trigger the display of additional information in the summary chart on the right. Metrics such as Days Active, Total Time, Average Usage, and Features Used will be visible. There will also be an option to click View Visitor Details to view more information about that specific visitor. Clicking on the speech bubble icon will reveal any qualitative feedback the user has provided alongside their score.

90th/50th/10th Percentiles

npsPercentile.png Hovering over 90/50th/10th will reveal the minutes per active day that meet the focused percentile.

Additional Viewing Options

Clicking on TOTAL will reveal a list of all pages and features for your application. Selecting one of these will adjust the scatterplot to display usage data for that specific page or feature

Summary Chart

On the right side of the page, you’ll notice a summary chart highlighting the total number of responses as well as four quadrants of high (90th percentile)/low (10th percentile) usage detractors & promoters. Hovering over any of the quadrants will focus the scatterplot view on just those users.

Clicking into any of the quadrants will zoom the scatterplot to only those users, and will lock that view. Here we can download a csv of those visitors that will include: Visitor ID, NPS Response, Follow up Response, Poll Submission Date, and Leading 30 Days Avg Usage (min/active day)

NPS by Metadata

npsByMetadata.png To view score by metadata group, simply click on ACCOUNT ID at the top to reveal a dropdown list of available metadata fields. These fields are specific to your installation and may vary depending on the subscription.

Select View Full List to review NPS per each metadata value as we will default to presenting the first 5 values with the greatest number of responses.

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