The Net Promoter Score helps to segment and understand your customer's sentiments towards your product by grouping them into three categories:
- Promoters:These are customers who are happy with your product and likely to recommend it to others.
- Passives:These are customers who use your product because it meets their needs and might not go out of their way to recommend it to others.
- Detractors:These are customers for whom your product does not satisfy their complete needs and are likely to churn over time.
Each segment is weighed on a scale between 0 to 10. With detractors rated between 0 to 6, Passives between 7 and 8, and Promoters 9 to 10.
The final NPS score is calculated as follows: NPS = (number of promoters / total number of reviews with NPS * 100) − (number of detractors / total number of reviews with NPS * 100) This value can be found in the response as rating.
The response is also grouped into periods of 7 days, 30 days, and 365 days, as well as your overall rating to date.
You can fetch the NPS score for specific channels by specifying the channel id in the request body. The results for all channels are returned if the request body is set to an empty object {}
NB: In other to start collecting NPS surveys you will have to select the NPS template in the control center. Reach out to your CSM in case it's not yet available in your control center.
NB: as Event-Types/touchpoints may be empty (e.g.), a fallback/default touchpoint, "$$empty" exists, which may be used to specifically address reviews without eventtype/touchpoint
Sample Request payload in JSON (Click to view)
{
"channels": [
{"id":"chl-abc"},
{"id":"chl-xyz"}
]
"touchpoints": [
{"id":"checkout"},
{"id":"$$empty"}
]
}