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Analyze NPS Results

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NPS® Survey Results


The power of Net Promoter Score® (NPS®) is not in the feature itself but in how you use it. NPS® is a signal and should be measured over-time. Since it’s an indicator of customer loyalty and satisfaction, detractor scores should be used as a flag to trigger further investigation. More important learnings come from the qualitative feedback your customers provide as well as speaking directly with a sample of customers among the promoter and detractor groups. For organizations that serve multiple customer segments and/or have multiple user personas, it’s important to analyze and understand how each of those groups respond. Promoters can also be contacted potentially for case studies, as references, to write blogs, participate in pilot programs, and so on.

You can review NPS® at the user or account level including histogram analysis as well as trends. You can also apply and measure NPS® based on different cohorts. You can also measure feature adoption or engaged users based on their NPS® responses.


How to Analyze Your NPS® Results

NPS® scores are calculated by taking the percentage of respondents who are promoters and subtracting the percentage of respondents that are detractors. This will generate a score ranging from -100 to 100, which is your Net Promoter Score®. But how do you know whether your NPS® is good or not? When you send out your NPS® survey campaign, the NPS® results can be used as a baseline for improvement. You must focus on your customer’s feedback and improving your NPS® over time.


View your NPS® Results

You can view NPS® results by filtering with three types of categories.

  • Accounts: When you select Accounts, you will see average scores across all accounts.

  • Users: When you select Users, you will see individual measures of all the users.

  • Overview: When you select Overview, you will see a graphical representation of all Responses by rating, Daily responses, and NPS® trend.


Adoption Analysis Report using NPS® Surveys filter

The NPS® dashboard automatically calculates and graphs your NPS® responses for each NPS® survey you’ve sent—providing you with a quick snapshot of your NPS® results.

However, you can dive deeper into your results and perform more meaningful analysis with Insights. You can also build your own custom reports that slice and dice your NPS® results against any data point you track in Zendesk Support.


NPS® Responses by Rating

Here's an example of a custom report you can build to showcase your NPS® responses by rating, so you can visualize the spread of customer responses. If you want to drill in on a specific score, you can export all your NPS® responses into a CSV file, then filter for the specific responses you’re looking for. For example, you might want to perform further analysis on customers who gave you a score of 8 and learn what you can do to boost their score to a 9.

With your exported CSV file, you can either read through all the customer comments or use a text analysis tool to sort through their feedback.

Export NPS® Analytics

An overall score is derived from the NPS® survey results. Based on your NPS® survey results, you can determine next steps to improve the health of your business and to strengthen your relationship with your customers.

You can export your survey responses to a CSV file for further analysis. To download a CSV file of NPS® survey responses:

  1. Navigate to Audience Explorer.
  2. Click the Filter icon in the sidebar.
  3. Select the NPS® Survey option from the given list of Custom Filters.
  4. Select the surveys you want to export to CSV.
  5. Select the operator for the NPS® Survey score and the value.
  6. Click Apply. The list of surveys is displayed.
  7. Click the Export CSV icon on the top right corner just beside the Bookmark icon. A CSV file will be generated and downloaded in your local system.


To learn about all frequently asked questions, refer Surveys FAQs article.

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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