Understanding NPS Rollup Scores and Trend Lines

Your NPS scubscription comes with several different NPS Rollup scores and trendlines.  These different scores are very useful in identifying different trends across your NPS analysis.

Let's look at the current dashboard.

NPS Daily Scores

In this dashboard we have 4 different NPS Scores presented.

Current NPS Score

Our main score is the largest and presented at the top.  This is our active and most up to date NPS score.  This score is comprised of our most recent responses and is designed to answer the question “What is our current NPS Score”.  In this example we have an NPS score of 18.  This score is up 20 points from our previous score of -2.  In this case we are trending up.

For the current NPS score, the most recent 50 responses are used.  This volume is used so that enough responses are available tomake it authorative, but still a low enough volume so that we can see our score change as a reflection of new responses.

All of the different scores are presented and formatted in the same way.  The large number ranges from -100 to 100 and represents the NPS Score.  Next to the score will be one of three possible images:

  • Green Up Arrow : Indicates that the score increased compared to it's previous score.
  • Red Down Arrow : Indicates that the score decreased compared to it's previous score.
  • Blue Square : Indicates that the score received no change compared to it's previous score.

The next lines of text explain what the previous score was and how the score has changed in comparrison.

Trend NPS Scores

Next we have our 3 Trend scores.  These present our score according to different timeframes, either daily, weekly or monthly.

Our daily score shows a dramatic increase.  We have a current score of 0, which is up 50 points from our previous daily score of -50.  This generally happens when we release new code that fixes a major issue.

Our weekly score is not doing well.  It has a score of -11, which is down -28 points from our previous weekly score of 17.  This generally happens when we have released a bug or issue into the website.  The issue is new, released sometime in the last week, because our scores dropped this week.

Our month score is improving.  We have a monthly score of 1, which is a 4 point increase over our last monthly score of -3.  This means that we are on track improving our site and features.  In fact our monthly score would have been much higher, except we released bad code that caused our recent surveys to drop (as evident in our weekly rollup).

So the rollups are valuable in helping to identify and pinpoint shifts in the overall trends of your score.  From our trends we can see that we are on track releasing improvements to the site, however we released bad code within the last week.  We identified the issue and fixed it yesterday causing our daily trend to bounce back.

Put another way…

  • Monthly Trend.  Valuable in determining whether your overall goals are in line with improving your customers experience
  • Weekly Trend.  Valuable in identifying whether there is a change in user perspective that is persisting.
  • Daily Trend.  Valuable in determing whether a fix or code release has improved immediate customer feedback. 

 

 

Posted in Articles.
Click on a tab to select how you'd like to leave your comment

Leave a Reply