NPS (Net promoter score) metrics
- Barbara Lavia
This option displays the NPS score, which measures how likely the user is to recommend the bot experience.
This section will only be available if the bot has this feature enabled.
It can be filtered by timeframe, platform and channel (bot or operators).
In the examples that we will see, all the platforms and channels in the last 6 months are shown.
NPS Score
The NPS is calculated by subtracting the percentage of “detractors” from the percentage of “promoters” for each month.
In the example, in January 2021 the average NPS was 45.69 for all platforms and channels.
It is also possible to filter by platform (WhatsApp, Webchat) and channel (Bot, Operators) and the numbers will vary in relation to the filters.
NPS responses in % by type
Expresses the number of Promoters, Detractors, and Passives, in percentage.
Promoters: Answers of 9 to 10 points.
Passives: Answers of 7 to 8 points.
Detractors: Answers of 6 points or fewer.
NPS responses in quantity by type
Number of users by type: Promoters, Detractors, and Passives.
Promoters: Answers of 9 to 10 points.
Passives: Answers of 7 to 8 points.
Detractors: Answers of 6 points or fewer.