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Gainsight Inc.

Analyze NPS Results

This article explains how to analyze the results of an NPS® survey.


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.

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Analyze 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.

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View your NPS® Results

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

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

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

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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.

To learn about all frequently asked questions, refer Engagement 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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