Understand NPS metrics

NPS metrics can be viewed in the Overview tab of NPS:

• In the left-side navigation, go to Behavior > NPS and click on an NPS survey with duplicate responses.

NPS score

This widget calculates the response rate of your NPS survey,

The response rate is dependent on your selection in this filter:
 

• In-app + Email - unique views and emails sent
• In-app - unique views only
• Email only - emails sent to visitors who have not responded in-app 14 days after the survey start date
  

How is NPS response rate calculated?

• Response rate = (number of responses out of unique views) * 100
• Responses include textual and non-textual responses.
• Unique views - visitors that viewed the NPS survey:
  • If the same visitor ID views the survey multiple times within the first 14 days, all views are counted as one unique view for the sake of response rate.
  • After 14 days, the next view is counted for the response rate, and because of the reoccurrence settings of the survey. Any consequent views within the next 14 days are not counted. And so on.
  • Emails are sent to users who didn’t see the survey within 14 days of being targeted. In these cases, only one view is counted as unique; either in-app or email sent

How is the margin of error calculated?

Margin of error (MoE) helps account for variances in the user sample that you are measuring. You can read the margin of error data as "95% of the total population NPS score will fall between the calculated NPS score plus or minus the MoE". MoE gets narrower as more responses are collected.

NPS Daily/Weekly/Monthly

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 Dailyand Monthly are available

Page/Feature usage by detractors vs promoters

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.

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

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

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

To view score by metadata group, 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 five values with the greatest number of responses.

Responses

The Responses table shows information about the responses to your NPS survey. You can view the Responses table in the Responses tab.

You can:

• See the Visitor ID and their response. 
• Resize columns by dragging left or right as required.
• Filter by ratings per response group (1).
• Filter by textual or blank responses (2). Blank responses are non-textual responses.
• Search for responses (3).
• Perform other actions (4):
  • Download the table as a comma-separated values (CSV) file for further analysis 
  • Manage columns
  • Manage responses

Note: The Responses table shows a maximum of 10000 responses.

Handling duplicate responses

Duplicate NPS responses can be sent to Pendo for multiple reasons:

• Multiple tabs open to multiple pages on your app (the NPS pops up on each tab until it is dismissed. It will persist on the pages it is open on, but will not pop up again on the next page load).
• The App is stuck in a loop, meaning the page keeps refreshing
• Loss of internet connectivity on the Visitor's side.

To exclude duplicate responses from your analytics:

1. In the Responses table, select the More icon in the upper right-hand corner.
   
   The Excluded column displays. This allows you to mark duplicate/incorrect NPS responses to be excluded from the NPS calculation.
2. After making your selections, select Save in the upper right-hand corner.
3. In the Responses Updated window, select Refresh. 
   
   The NPS score is updated in all charts, widgets, and dashboards.