Using Business Intelligence Canned Reports : Report Parameters : Customer feedback reports : Feedback NPS® Overview
  

Feedback NPS® Overview

NPS1 stands for Net Promoter Score. For more information, please see http://en.wikipedia.org/wiki/Net_Promoter.
This report is basically the same as the NPS Overview report, except this report is based on Customer Feedback values, not Marks. To get the number of answers per score, you can use the Answer Summary report instead.
Note: NPS can be anything between -100 and 100.
All data is combined and shown on the same page.
 
The following data is shown:
Name
Definition
Date
Shows Day, Week, Month, Year, or Weekday, depending on the View parameter.
NPS
Net Promoter Score
NPS = Promoters (%) - Detractors (%)
Promoters = 9 and 10
Detractors = 0 through 6.
Answered (%)
Percent of all served Customers that provided an answer.
Served
Number of served Customers.
Average waiting time
Average waiting time for all served Customers.
Average transaction time
Average transaction time for all served Customers.
Total, NPS
NPS for all included served Customers.
Total, Answered
Percent of total number of served Customers that answered.
Total, Served
The total number of served Customers.
Total, Average waiting time
The average waiting time for all included Customers.
Total, Average transaction time
The average transaction time for all included Customers.
Graph, Y-axis
Fixed 0-100 % if there is no negative value or fixed
-100-100% if there is a negative value.
 
1 Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.