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NPS (Net Promoter Score) reports you can create in CXInsight
NPS (Net Promoter Score) reports you can create in CXInsight

NPS feedback allows you to create a lot of different types of CXInsight reports and we're going to cover as many as we can.

Daniel Pitrowiski avatar
Written by Daniel Pitrowiski
Updated over a week ago

We're going to outline how to create four types of NPS reports that can be customized in any number of ways. Scroll to that section if one report in particular interests you.

• Overall NPS report
• Comparing NPS scores across different Segments
• Example NPS Feedback

• NPS Themes by Detractor, Passives or Promoters

• NPS grouped by numeric or date properties

Overall NPS report

If you're looking to create an NPS report where all you want is to know your overall NPS and how it's changed over time, then you definitely need this report and it's super easy to create. 

You only need to select these two options seen below:

Step 2: Select Score - NPS (Net Promoter Score).
Step 3: Compare by None.

Advanced Option - Filters

Normally for an Overall Score report you don't need to use any of these filters. Your NPS is most meaningful when you look at everyone together in a large sample size.

If there is one group of people you'd like to follow more closely though, this is where you can do it. Setting these filters can isolate NPS responses from one audience. In the example below, we've isolated customers who are on our Pro plan and have talked about our customer support. Compared to our normal user, we might want to know how paying customers who have worked with our customer support team rate us.

Comparing NPS scores across different Segments

A great report to create is comparing your NPS score across many different segments. Such as different themes with Tags, across your meaningful Properties, across different Sources you collect from, or across different Projects you've made.

In the below example, we have a report called NPS this year by pricing plan. It would allow us to have a report to see how our different customers are doing this year based upon their pricing plan. Let's look at how it's made.

Step 2: Select Score - NPS (Net Promoter Score).
Step 3: Compare By: Properties, Plan, Highest Frequency.
We're looking to create a report where we compare different segments to each other by their NPS score, in this case a property called plan. 

Example NPS Feedback

If you're looking for a report to read new comments that come in from your NPS surveys, there's a report that works for that.

Step 2: Select Score - NPS (Net Promoter Score).

Step 3: Compare by: None.
Step 5: Comment: Feedback with comments.

Note: When you add this report to your dashboard, that is when you will need to select the comment view. That way whenever you come back to your dashboard, your new comments will always be the first thing you see.

NPS grouped by number or date properties

You can now create reports from properties you pass as number/amounts/counts and dates.

Examples of numeric properties:

  • Purchase amount

  • Total count such as number of orders

  • Survey score passed as a property

For more detailed information and examples of this type of report see Creating reports using date & numeric properties in CXInsight.

To make creating reports simple for you, Wootric looks at your numeric/date property and groups your values into evenly divided buckets. If you wish to have more or less groups, just change the number shown in Step 3.

The example shown here is NPS by Order Count. Let's see how that's put together.

Step 2: Select Score - NPS (Net Promoter Score).

Step 3: Compare by: Property that must have numeric or date values, choose the number of groups you want to evenly divide the results into. By selecting 5 here, the output will be 5 evenly divided buckets.

Advanced Option - Filters

Before Wootric creates your groups, you can set a filter to define which group you'd like to group. In the above example of Order Count, you can create a report where you're only focused on business customers. Now when Wootric creates those 5 groups, they will be created ONLY amongst your business users.

Numeric and Date properties can be one you need use some trial and error to find the answers you're looking for. Try adjusting the number of groups first, if want to see different groupings.

If you'd like to go further, choose the same property from Step 3: Compare by and create a filter using that same property. Here in filters, you can isolate only the dates or amounts, you can about most.

Related Report(s) - NPS Themes by Detractor, Passives or Promoters

This report can work easily for seeing Detractors, Passive, or Promoters. Just isolate those scores in Step 5, and you will be able to track the themes of those groups.

Step 2: Feedback % Breakdown.
Step 3: Compare By: Tags

Step 5: Set Filters: Metric Type: NPS, and Scores: 0-6 (Detractors)

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