How SurveySparrow helps calculate Customer NPS
By conducting NPS surveys using SurveySparrow’s NPS module, you can gather valuable customer feedback, track trends, and gain insights to enhance customer satisfaction and loyalty. The provided steps and widgets enable a comprehensive analysis of NPS data.
Creating an NPS Survey with SurveySparrow
Survey Creation: Go to “+ New Survey” and under Customer Experience Survey select “NPS Survey.”
Customizing NPS Questions: Edit the NPS question and personalize the survey with variables.
Customize the scale, label texts, and segment options for promoters, passives, and detractors.
Open-ended Follow-up Questions: You may edit the follow-up question and use question piping to incorporate NPS scores.
Enable the Question Text by Rating option for different follow-up questions based on the NPS score.
Adding More Questions: Include additional follow-up questions of various types (Multiple Choice, Rating, Text).
Custom Variables and Expressions: Use the Globe icon to create custom variables and expressions for more personalized data.
Thank You Page: Add a Thank You page and personalize it using custom variables or contact details.
Sharing the Survey: Share the survey through Email or website embed, or send it through SMS, you can even share it through Social Media.
Check out this Customer Effort Score Survey Template!
Analyzing NPS Reports with SurveySparrow
Viewing NPS Trends Over Time:
In the Results section, under Overview, analyze NPS responses over time with adjustable trends (daily, weekly, monthly, yearly, or 30-day rolling average).
In-depth Analysis:
- Gauge Chart: Segment responses and track performance by adding multiple segments.
- NPS Comparison: Compare responses from different segments (e.g., customers under different pricing plans).
- Word Cloud: Identify commonly used words in NPS responses.
- Trend Graph: View the trend of NPS responses over time with applied rules and conditions.
- Access the Responses tab to view a list of all NPS scores and feedback.
- Filter responses by Promoters, Passives, and Detractors, and use sentiment analysis.
- Sentiment Analysis: Perform sentiment analysis to understand customer opinions based on the sentiment associated with open-ended feedback.
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