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Viewing NPS Responses
Monitor your NPS survey responses, track your overall score, and analyse customer feedback from the NPS dashboard.
NPS Dashboard
Access your NPS dashboard by clicking NPS Surveys in the main menu.
The dashboard shows:
- Your current NPS score - Calculated from all responses
- Score breakdown - Number of Promoters, Passives, and Detractors
- Response rate - Percentage of surveys that received responses
- Trend chart - How your NPS has changed over time
- Recent responses - Latest survey responses with scores and feedback
Stats Cards
At the top of the dashboard, you'll see key metrics:
| Stat | Description |
|---|---|
| NPS Score | Current score (-100 to +100) |
| Response Rate | Percentage of surveys that received responses |
| Promoters | Count of customers who scored 9-10 |
| Passives | Count of customers who scored 7-8 |
| Detractors | Count of customers who scored 0-6 |
| Total Responses | Total number of survey responses received |
Filtering Responses
Use filters to narrow down the responses you see:
By Score Category
Filter responses by customer type:
- All Scores - Show all responses
- Promoters (9-10) - Show only promoters
- Passives (7-8) - Show only passives
- Detractors (0-6) - Show only detractors
By Time Period
View stats for different time periods:
- Last 7 days
- Last 30 days
- Last 90 days
- Last year
- All time
The stats cards update to show metrics for your selected period, plus a comparison to the previous period.
By Feedback
Filter to see only responses that include written feedback:
- With Feedback - Responses that include comments
- Without Feedback - Score-only responses
Response List
The response list shows:
- Contact name - Who responded
- Score - Their rating (0-10) with colour coding
- Category - Promoter, Passive, or Detractor badge
- Feedback - Their written comments (if any)
- Response date - When they responded
- Linked job/visit - Associated work (if specified)
Click on any response to view full details.
Score Colour Coding
Scores are colour-coded for quick identification:
| Score | Colour | Category |
|---|---|---|
| 9-10 | Green | Promoter |
| 7-8 | Yellow | Passive |
| 0-6 | Red | Detractor |
NPS Trends
The trend chart shows your NPS score over the last 6 months:
- Each point shows the monthly NPS score
- Hover to see the exact score and response count
- Use this to identify improvements or declines over time
Reading Feedback
Customer feedback appears below their score. Look for:
- Specific praise - What you're doing well
- Improvement suggestions - Areas to address
- Complaints - Issues requiring follow-up
Act on Feedback
Detractor feedback often reveals specific problems. Use this information to improve your service and potentially win back unhappy customers.
Following Up with Customers
With Detractors
When you see a detractor response:
- Review their feedback carefully
- Go to their contact record
- Reach out within 24-48 hours
- Acknowledge their concern and offer resolution
- Document the follow-up in notes
With Promoters
Promoters are ideal for:
- Requesting Google reviews
- Asking for referrals
- Collecting testimonials
- Case studies
Exporting Data
To export your NPS data:
- Apply any filters you want
- Use your browser's print function for a PDF
- Or contact support for a CSV export
Notifications
Set up notifications for NPS responses:
- Go to Settings > Automations
- Enable these rules as needed:
- NPS Response Received - Alert when any response comes in
- NPS Detractor Alert - Immediate alert for low scores
- NPS Promoter Thank You - Auto-send thanks to promoters
See Automations for more options.
Understanding Your Results
Good Response Rates
Typical email survey response rates:
- 20-30% is average
- 30-40% is good
- 40%+ is excellent
If your rate is low, consider:
- Timing (send 7-14 days after service)
- Channel (try SMS if email isn't working)
- Survey fatigue (check cooldown settings)
Score Changes
Watch for significant changes:
- Sudden drops - May indicate a service issue
- Steady improvement - Your changes are working
- Seasonal patterns - Normal in some industries
Related
- Understanding Scores - How NPS scoring works
- Sending Surveys - How to send surveys
- Automations - Set up response notifications