TABLE OF CONTENTS
Introduction
The NPS Report is a feature based report that comes as part of purchasing the add-on.
What is NPS
NPS stands for Net Promoter Score, which is a metric used to measure customer loyalty and satisfaction based on their likelihood to recommend a company's products or services to others. It is a widely used metric in customer experience management.
Survey Question: Customers are asked a single, straightforward question: "On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?"
Responses Categorisation
| Score | Description |
| Promoters (score 9-10) | These are customers who are highly satisfied and likely to recommend the product or service. |
| Passives (score 7-8) | These customers are satisfied but not enthusiastic, and their likelihood to recommend is moderate. |
| Detractors (score 0-6) | These customers are dissatisfied and unlikely to recommend the product or service. |
Report Filters
Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:
| Filter | Description |
| Merchant Name | The unique name of the merchant. |
| Date Range | Search, by Feedback Date, a specific period of time. |
Report Charts
Feefo charts refer to the visual representations of data generated within the platform.
| Graph | Description |
| Number of NPS Reviews | The quantity or count of reviews that have been collected as part of the Net Promoter Score (NPS) survey. |
| Number of NPS Responses | The total number of feedback responses which include an NPS rating. Calculation - Number of NPS Responses = Count of Feedback ID with an NPS Response |
| NPS Response Rate | The percentage of feedback responses which include an NPS rating. Calculation - NPS Response Rate = Number of NPS Responses / Total Number of Responses |
| % of Responses in each NPS Category | The distribution or percentage breakdown of customer responses across the three categories (Promoters, Passives, and Detractors) in a Net Promoter Score (NPS) survey. Categories: Promoter: NPS rating of 9 or 10 Passive: NPS rating of 7 or 8 Detractor: NPS rating of 6 or less |
| Overal NPS Rating | The Net Promoter Score (NPS) that is calculated based on customer responses gathered from a Net Promoter Score survey. Calculation - NPS = Percentage of Promoter Responses − Percentage of Detractor Responses |
| NPS Performance % | Line graph showing the distribution of NPS responses across promoter, passive and detractor categories and the NPS Score over time. The date granularity can be adjusted using the granularity filter. |
| Number of responses in each NPS category | The count or quantity of customer survey responses that fall into each of the three categories (Promoters, Passives, and Detractors) in a Net Promoter Score (NPS) survey. Colour Legend: Green: Promoter Yellow: Passive Red: Detractor |
Report Table
| Column | Description |
| Feedback ID | The unique ID of the Feedback provided. |
| Merchant ID | The unique ID of the Merchant. |
| Merchant Name | The unique name of the Merchant. |
| Response Date | The response date and time YYYY-MM-DD HH:MM:SS |
| NPS Score | The score assigned. |
| NPS Reason | The reason provided for the NPS score. |
| NPS Summary | The overal summary of the feedback. |