Your SentiSum NPS dashboard is designed to highlight reasons why your NPS has increased or decreased.

NPS Metrics

NPS will show as a score between -100 and 100, and is taken from the ratings of all survey responses (even those without written responses):

NPS = (Number of Promoters – Number of Detractors) / (Number of Respondents) * 100

Sentiment is shown as a percentage and based on only the written responses to the NPS question:

Sentiment (%) = (No. of Positive Mentions / No. of Overall Mentions) * 100

NPS Charts

When looking at the chart for a particular AI tag such as Website Usability, you will see the volume of NPS responses that mentioned Website Usability as shown by the grey bars. You will also see the sentiment of all the mentions of Website Usability as shown by the line.

Here, when we look at the last week, we can see that there were 89 NPS responses that mentioned Website Usability, and 79% of them were positive mentions. The sentiment of Website Usability also decreased by -7 compared to the previous week.

Historical Trend Charts

In the example above, we can see that when selecting the last week of data, this is represented in the last bar of the chart, and the previous 4 weeks are in the first 4 bars. This is so that we can compare recent changes in a longer-term context.

For example, this sentiment decrease of -7 might seem serious. However, looking at the historical trend over the last 5 time periods, we can see the Website Usability sentiment has steady fairly steady over the last 4 weeks and could indicate a less serious problem.

Sentiment Line - Green, Grey, Red

When the latest change is an increase, the sentiment line is green because sentiment increases usually have positive consequences.

When there has been no change since the previous time period, the sentiment line is grey.

When the latest change is a decrease, the sentiment line is red because sentiment decreases usually have negative consequences.

Did this answer your question?