What is NPS?
NPS (Net Promoter Score) is a way to measure how happy and loyal your customers are to your company. It’s a simple method to understand if customers enjoyed the service and would recommend your services to others.
At the top of the tab, there is an NPS gauge displaying the current Net Promoter Score. This value can range from -100 to 100 and indicates customer satisfaction with the service. It reflects the balance between satisfied customers (Promoters) and dissatisfied ones (Detractors). The closer to 100, the better the overall customer evaluation.
Next to the gauge, you’ll find the breakdown of the Net Promoter Score:
Categories:
Detractors (score 0 to 6): Customers who had a negative experience and would not recommend the company.
Neutrals (score 7 to 8): Customers who are satisfied but not necessarily loyal.
Promoters (score 9 to 10): Customers who had an excellent experience and would recommend the company to others.
Unanswered: Customers who did not respond to the survey.
Big Numbers
Average Score: Displays the average score given by all customers who responded to the survey.
Agents: Indicates how many agents participated in sending surveys.
Total Surveys: Shows the total number of satisfaction surveys sent.
Answered Surveys: Indicates how many surveys received responses.
Contacts and Saved Contacts: Shows the total number of contacts made and how many of them were saved in the WhatsApp contact list of your agents.
Charts
Survey Results Chart
The Survey Results bar chart shows the number of responses classified by category: Promoter, Detractor, Neutral, and Unanswered. This makes it easy to quickly visualize how responses are distributed across these categories.
Each bar represents the number of responses for each category, displaying both the absolute value and percentage.
This chart helps quickly identify the proportion of Promoters, Detractors, Neutrals, and Unanswered responses.
Percentage by Category Chart
This pie chart shows the percentage of responses in each category (“Promoter,” “Neutral,” “Detractor,” and “Unanswered”). The colors make it easy to distinguish between categories:
Green: Promoters
Gray: Unanswered
Yellow: Neutrals
Red: Detractors
This chart provides a quick overview of customer satisfaction, helping to understand proportions and focus efforts where necessary.
Survey Distribution - Last 6 Months
The Survey Distribution line chart displays the number of surveys sent over the last six months.
Each point on the chart indicates the total number of surveys conducted in each month.
This is great for understanding participation trends over time and planning improvement initiatives for months with lower participation rates.
Surveys by Agent
The Surveys by Agent table shows the distribution of surveys conducted by each agent:
Agents: Names of agents who sent surveys.
Surveys Sent: Number of surveys sent by each agent to customers.
Surveys Answered: Number of surveys responded to for each agent.
Average Score: The average score received by each agent.
This table is useful for evaluating the performance of each team member and identifying potential areas for improvement in individual service.
Best Practices for Sending NPS Messages
Be Clear and Objective: The message should be direct and easy to understand. Include the hashtag #nps discreetly at the end of the message.
Message Timing: Send the NPS message immediately after the service, while the experience is still fresh in the customer’s mind.
Response Format: The response should be a number between 0 and 10.
Rules for Sending the Survey
Survey Identification:
The survey must include the hashtag #nps to be recognized by the system.
Response Format:
The response must be a number between 0 and 10. Any other response will not be counted.
Connection to the Tool:
Make sure you are connected to the Zapper tool with the numbers sending the messages to ensure the survey and responses are properly recorded.
Number of Messages Evaluated:
Valid Response:
The system will evaluate the first four messages received after the survey. If it finds a valid response (a number between 0 and 10), it will be recorded.
Invalid Response:
Any other type of response will not be considered.
Examples of NPS Messages
"Hello [Name], please rate my service from 0 to 10. Just write the number. Thank you! #nps"
"To improve our service, please rate us from 0 to 10. Respond with just the number. Thank you! #nps"