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This article outlines how NPS (Net Promoter Score) analytics are calculated, with a focus on two key aspects:

• How the NPS graph is generated
• How the top NPS score is determined

By understanding these calculations, you’ll be better equipped to interpret the data and gain valuable insights into customer sentiment.

How the NPS Graph is Calculated

The NPS displayed in the analytics reflects responses within a specific date range. For example, if you select dates from January 1st to September 30th, the NPS will be calculated based on all responses received during that period. It counts all promoters, detractors, and total responses to compute the NPS.

However, each data point in the chart incorporates data from the previous 30 days to that data point. For instance, if the NPS score for March is 50, hovering over that data point reveals that it is calculated as the average of March plus the previous 30 days (Avg. month + previous 30 days), effectively including February and the initial days of March.

Example Confirmation

To confirm this, if you change the date range to February 1st to March 31st, you will see that the Net Promoter Score remains at 50, indicating that the calculation includes data from February along with the prior days.

Purpose of 30-Day Averaging

The 30-day averaging normalizes the data in the charts to reduce fluctuations. If we displayed the exact NPS for each day, you might see extreme swings—like an NPS of 100 on one day and -100 the next—based on just a few responses.

To minimize this, we incorporate data from the previous 30 days in our calculations. This smoothing allows the chart to reflect a clearer trend, indicating whether your NPS is genuinely increasing or decreasing over time. For example, averaging the scores from the last month can stabilize a volatile daily score, giving you a more accurate view of overall customer sentiment.

Date Range Impact on NPS Graph

When you select a specific date range for the NPS graph, the score is calculated based on prior responses as follows:

• If the date range is greater than 180 days: Displays Monthly NPS (average of previous months).
• If the date range is greater than 30 days: Displays Weekly NPS (average of previous weeks).
• If the date range is 30 days or less: Displays Daily NPS (average of previous days).

This approach ensures that the NPS calculation is robust and accurately reflects user sentiment over time, providing a clearer view of trends in customer feedback.

How the NPS Top Score is Calculated

The calculation of the top NPS score involves a straightforward formula:

1. Total Responses Calculation:

• Total Responses = Promoters + Neutrals + Detractors

2. Percentage Calculations:

promotersPercentage = promoters * 100 / totalResponses

detractorsPercentage = detractors * 100 / totalResponses

3. Top NPS Score:

NPS Score = Promoter Percentage – Detractor Percentage