TABLE OF CONTENTS
Introduction
The Net Promoter Score® Report is a feature based report that comes as part of purchasing the add-on.
- Overall Customer Loyalty & Health of the Customer Base: A high NPS® indicates a strong, loyal customer base that is likely to repeat and recommend the company to others, reducing churn.
- Early Warning System for Customer Churn: A declining NPS® or a growing number of Detractors signals potential future churn, allowing the company to intervene proactively.
- Identification of Brand Advocates: Promoters are valuable assets for referrals, testimonials, and positive word-of-mouth marketing. The report helps identify these individuals.
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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 overall summary of the feedback. |