This is a very broad question, but it depends on how you are getting to that NPS result. Is it in a regular survey sent out to customers, or is it in an intercept on a website?

Often times when it is an intercept, the data will be skewed because more often than not, you will get more detractors answering the survey when they are angry than in other places.

In your case though, I would take all of the Promoter answers and look closely at the open ends in your data for that group and try to find trends in what your company is doing well. Do the same for Detractors, and see what they are saying needs improvement.



Some things that users say are not always easy to interpret, so try to come up with some categories that are measurable.

For example, you can say Customer wants to "Reduce time to do X", but the findings from the qualitative should be as close to measurable and actionable as possible.

---

You can show NPS (Promoters - Detractors) in Gauze chart. Or in a trend view when your survey is running like daily, weekly, monthly. Like across week, across day or across year in trend view.

---

NPS is based on , "How likely you refer product to family friends" and with scale 0 to 10.



Promoters: selected 9,10

Detractors: Selected 0 to 6



NPS is subtraction of above two, it can be -ve or +-ve.



Show it across your drivers, drivers rating is directly proportion to NPS.



You can improve drivers knowing NPS.



While NPS is outdated and mostly now shifted to CX, as NPS not capture customer emotions while with CX you can.

---

- We show an overall rating for each scale 0 to 10

- Breakdown bar for NPS question

- Trending report on NPS score (promoter - detractor) monthly

- Trending report on avg NPS score monthly

- If you have follow-up questions for detractor then use "response ticker", create topics and show the "topics" vs sentiment widget.

---