By default, Listen360 captures feedback using Net Promoter Score (NPS) as the satisfaction index. Feedback captured using NPS segments your customers based on their loyalty:

• Scores 9-10: Promoters
• Scores 7-8: Passives
• Scores 0-6: Detractors

Listen360 has several ways to view these segments in Analytics.

At a glance

To quickly view your Promoter, Passive, and Detractor metrics, navigate to Surveys > Analytics and view the NPS widget in the top left of the analytics page, followed by the loyalty trend graph below it. 

The NPS widget and graph account for filtering. So if you'd like to see NPS for a specific time period, location/division, or any other attribute, you can update your filtering, and your NPS widget and graph will update.

Hierarchy level NPS

On the Surveys > Analytics page, you will see a table of your hierarchy, including NPS data, below the trend graph. While on this table, you can scroll left to see more details about these locations and counts & percentages of Promoters, Passives, and Detractors.

This table accounts for filtering. So if you'd like to see NPS for a specific time period, location/division, or any other attribute, you can update your filtering, and the table will update.

Click on any column header to sort the group/region/division.

You can also pivot this view based on your other attributes by clicking the Add comparison button to see a more detailed view of NPS.

Attribute level NPS

In Surveys > Analytics, you will see a scorecard for all of your attributes. This card will include the NPS score, a count of surveys, and the loyalty trend. These cards account for filtering. So if you'd like to see NPS for a specific time period, location/division, or any other attribute, you can update your filters, and the scorecards will update.

Filtering by NPS

To filter feedback or analytics by a specific NPS score, navigate to Surveys. From the filter column, select Questions > Likely to Recommend (this is the default NPS question), then select the NPS you'd like to filter by. 

You can combine this filter with the other available filters in Surveys to drill down into feedback.

Filter by Detractor

Select Likely To Recommend under Questions, then ratings filter 0,1, 2,3, & 4,5,6

Filter by Passive

Select Likely To Recommend under Questions, then ratings filter 7,8

Filter by Promoter

Select Likely To Recommend under Questions, then ratings filter 9,10

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.