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
- Response rate
- Number of responses
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:
- Responses with or without comments
- Contact type
- Contact title
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 dropdown menu showing the possible options. For filters where there are many options you will also see a text box which you can use to quickly search for an option.
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 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".
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 newest responses first.