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Understanding Your Charts - NPS

An explanation of metrics and charts when looking at NPS survey responses

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 red line. 

Here, when we look at the last week, we can see that there were 1158 NPS responses that mentioned Website Usability, and 31% of them were positive mentions.

And, when we change the Metric to "Sentiment" .You will also see the sentiment of all the mentions of Website Usability as shown below.Then we can see that 20% of the sentiments are positive . Also, the sentiment of Website Usability also decreased by -17 compared to the previous week.

Historical Trend Charts

The example demonstrates how selecting the latest week of data is shown in the graph while the trends of the previous 4 weeks are also visible. This enables a comparison of recent changes within a longer-term context.

For example, this sentiment decrease of -17 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.