You might have noticed that your total amount of, let's say, Promoters responses are slightly bigger than the total number of Promoters your Dashboard shows you. No worries, there's nothing wrong with your data or our product. In the short article below I will explain you how NPS data on the dashboard is calculated and where does it come from.
GENERAL STATS AND DASHBOARD FILTERS
The first data block on the Dashboard shows, by default, your all-time NPS score, how it was calculated and the total amount of Promoters, Passives and Detractors within your customers.
An important thing to keep in mind is that the Promoters/Passives/Detractors counter takes into account only the last response from a customer.
For example: If a customer gave you a score of 6 or lower, then he will appear next to the Detractors label. If he gives you a new score of 9 or 10 to the next survey, then he will be "transferred" to the Promoters label, which means that he will be automatically removed from the Detractors segment.
This method of counting data is more logical and accurate. It's logical because NPS methodology focuses more on individual customers (hence the "Promoter/Passive/Detractor" terminology). NPS also tracks your customer's satisfaction over the time, therefore it's crucial to migrate customers based on their latest score (current feeling towards your company) in order to get accurate data. And since we're talking about NPS data evolution, let's move on to the Trends Graph.
NPS TRENDS GRAPH
Consider it as historic NPS data tracked for your customers. The Trends Graph displays how your Net Promoter Score changed over a certain period of time.
You can also get insights into how your customers' satisfaction changed during this time frame. After the second survey you will start noticing how customers migrate from a segment to another (or it stays steady).
In the General stats block you can also filter all your Dashboard data by campaigns, customer tags, response tags and survey channel.
Click on the filter menu and choose any filter option you want to recalculate all your NPS data for.