As your customers respond to your NPS surveys, their scores and comments will be added to your Responses page.
The top of the page shows your key metrics:
- Overall NPS (if you're not sure how this is calculated then please click here)
- Response rate (number of responses divided by the number of surveys sent)
- Number of responses
If you select a time frame in which no surveys were sent, then you will see "N/A" in the response rate box. It is possible to receive responses in a time frame when no surveys were sent as some people may have clicked on a survey email that was sent earlier.
Here, you can see the details of each individual response, including the score, comment, and who it came from.
You can filter the reviews by several types of data depending on the data available on your ticketing system:
|Type of data||ConnectWise Manage||Zendesk|
|Responses with or without comments||X||X|
By default, responses are filtered to show only the last 90 days, and all other fields are not filtered. To start using filters click on the one you want in the filters bar and you will see a drop-down menu showing the possible options. For filters where there are many options, you will also see a text box that you can use to quickly search for an option.
Filters bar for ConnectWise Manage users
Filters bar for Zendesk users
You will see the chosen filters updating in the filters box as you make your choices. This helps you keep track especially if you are filtering by several fields at once.
You can filter by just one field, for example, to see all the responses for a particular campaign. Or you can combine filters, for example:
- seeing all promoter responses from all companies, in all campaigns but only from a particular location.
- seeing all responses from a particular company, in all campaigns but only from certain contact types in that company (for ConnectWise Manage users).
You can remove individual filter options by clicking on the "x" next to them, or you can remove all filters by clicking "Clear all" at the top right of the filters box.
Here the Campaign filter is off, meaning you will see responses from all campaigns.
Here is the Campaign filter switched on with one option selected, meaning you will only see responses from that campaign.
Here is the Contact title filter turned on and with the search box used to find all titles which contain the word "director". (For ConnectWise Manage users)
In addition to the filters, there is also the general search box at the top right of the responses table. This searches all the visible response fields, so you can search for names, comments, or scores.
You can sort your NPS responses by clicking on the responses table headers (e.g. Score, Contact name, Company - they have arrows next to them). The default sorting is by date with the newest responses first.
Deleting a review
You can delete a NPS review by clicking on the X symbol at the end of the row, then clicking on "Yes" to confirm. Please bear in mind that removing a review will alter your NPS Score and Response rate.
Exporting NPS response data
You can export your data in a CSV file. When you click the CSV button, in the bottom right of the screen, you will be prompted to choose to export data with the current filters applied, or to export all of your responses.