NPS Dashboard: How Can It Help You Track and Analyze Customer Loyalty?
Wondering how an NPS dashboard can help you track customer loyalty?
While Net Promoter Score (NPS) measures customer satisfaction and loyalty, NPS surveys give you valuable customer feedback that you can analyze to gauge user sentiment about your product. This is where the NPS dashboard comes in.
Let’s see how the dashboard can help you extract insights from NPS responses and improve customer loyalty.
TL;DR
- The Net Promoter Score dashboard gathers all feedback from an NPS survey and uses multiple visualizations to display data.
- An NPS dashboard helps you get an overview of the overall NPS score, track the progress of NPS performance, and discover trends to make informed decisions and improve retention.
- Key NPS data that should be included in the dashboard are weekly/monthly NPS, percentage change in promoters, passives, and detractors, NPS by user segments, and more.
- After receiving the NPS data, product marketers should factor in performance trends, next focus topics, benchmarking, and segmentation.
- Five key NPS visualizations are bar chart, pie chart, line chart, response tag analysis, and word cloud.
- Userpilot lets you create and style your NPS survey, add qualitative follow-up questions to get more context, select when and to whom to trigger the survey, localize content through translations, and view all the reports in one dashboard for further analysis.
What is the NPS dashboard?
The NPS dashboard gathers all data from your NPS survey and displays it in various charts. Examples of such charts include NPS trend charts, sentiment analysis charts, NPS score charts, and distribution charts.
Why do you need an NPS dashboard?
SaaS business models depend on repeat subscriptions, making it crucial for companies to retain as many customers as possible. One of the most effective ways to retain customers is to understand their perception of your product’s value.
NPS surveys help you do just that, allowing you to collect customer feedback on how likely customers are to recommend your product to others.
However, the NPS data will be useless unless you analyze and interpret it. That’s precisely where the NPS dashboard comes in by helping you draw insights from the NPS responses. Let’s look at the benefits in detail.
Get an overview of the overall NPS score
An NPS analysis platform automatically computes the survey findings and visualizes them on a dashboard.
To identify trends within a given period, you’ll need to compare the NPS score for the current period with that of the previous period.
Moreover, an NPS analysis platform offers a breakdown of promoters, passives, and detractors and the percentage change in each of them.
Here, promoters are your most loyal customers, while detractors face the risk of churn. Passives are indifferent users of your product and may or may not switch to competitors.
Identify NPS trends and make insights-backed decisions
You can track NPS periodically and use an NPS dashboard to reveal trends in user responses.
The qualitative feedback from an NPS survey helps you focus on specific issues. You can segment the qualitative responses to better understand why certain users are dissatisfied and reach out to them with relevant solutions.
An NPS analysis tool like Userpilot allows you to tag recurring responses and observe recurring patterns. For example, if 90% of your detractors have complaints against your customer support team, you can take action to improve your customer support, such as creating an in-app knowledge base.
Track the progress of your NPS performance
The NPS dashboard also lets you track the progress of your NPS performance. When you collect feedback regularly, you can track trends in NPS scores over time.
For example, if your NPS score is poor and does not increase significantly within a given time, you should revise your strategies to improve customer satisfaction.
What NPS data should be included in the dashboard?
Here are the most crucial NPS data that should be displayed in the dashboard.
- Monthly/weekly/version-wise net promoter score
- Global NPS
- Data organized according to the NPS categories: promoters, passives, and detractors
- Total number of users who participated in an NPS survey
- Comparison of the net promoter score with the time spent on your website or app
- NPS by customer segments
- The ability to view data for different versions or dates
- NPS feedback participation compared with the number of daily active users (DAUs).
4 Questions that PMs should ask themselves after looking at the NPS dashboard data
Let’s check out the 4 questions that every product manager should consider after looking at the NPS dashboard.
- Trends in performance: How has your NPS score performance changed over time?
- Focus point: Which part of your product should you focus on next? Search for the most important thing to spend your time and resources on.
- Benchmarking: What does the industry benchmark look like, and how does your score compare to it right now?
- Customer segmentation: How did your power user segment perform last month? Are they still giving your product a high score, or is the number decreasing?
5 NPS visualizations you can leverage in a dashboard
When you open your NPS dashboard, you’ll see different types of visualizations across the screen. How do you interpret them and use them to your benefit?
Let’s discuss the most 5 useful NPS visualizations that will help you get more insights into your product.
Bar charts
A bar chart is one of the most popular and effective visualizations.
It displays the number of promoters, passives, and detractors, along with the exact scores they gave you. This is pretty handy, especially when you want to see how close detractors are to converting to passives and vice versa.
Moreover, knowing the scores and the number of users giving each of these scores helps you understand which customer group you’ll need to target first. This creates a huge impact on your net promoter score.
For instance, if most of your detractors have a score of 6, they are likely to become passives soon. This means you should develop strategies to keep them engaged and satisfied with your product’s performance.
Pie chart
A pie chart is easy and simple for anyone to read. It’s a quick glance high-impact visual that doesn’t require you to have a background in statistics.
Imagine cutting an apple pie into different-sized pieces to determine the proportion each slice takes up. That gives you a gist of how pie charts work.
Looking at the pie chart below. It’s obvious what the percentage of promoters, passives, and detractors is.
Line chart
The line chart shows the variation in the percentage of promoters, passives, and detractors over time. Tracking these figures over time helps you understand the user sentiment during any given period.
The data points in the graph below show that, between August 2019 and October 2019, the percentage of promoters rose from 50% to 75% and then fell to about 60%. It tells you to dig deeper and see what influenced customer satisfaction during this period.
The trends change over time because customer loyalty can shift. Loyalty can be affected by a number of factors, such as any corrective measure you used or poor experience with customer support.
Therefore, if the business implemented a corrective strategy after October 2019, it can use the line chart to check whether the improvements had any positive impact on NPS scores across the timeline.
Net Promoter Score response tag analysis
NPS response tag analysis is also called aspect-based sentiment analysis. This is because it lets you identify the aspects of your product users talk about the most and how they feel about these aspects.
You can group customer feedback into tags or theme buckets. Let’s say some of the responses are concerned with your product’s usability. Consequently, you can group these responses under the ‘usability’ tag and check the NPS score.
Word cloud
A word cloud is perhaps the simplest visualization in the NPS dashboard. It exhibits the most commonly used words from customers’ open-ended responses. The more words with positive connotations, the happier users are with your product.
How can Userpilot help you create surveys and track customer loyalty in an NPS dashboard?
Userpilot is a product growth platform that, among other things, functions as a customer feedback tool.
Thus, you can create NPS surveys, track trends in NPS scores, and develop strategies to improve customer experience.
Let’s see what you can accomplish with Userpilot.
Create and style your NPS survey
First, create an NPS survey. The question usually goes like the one given below, where you ask users how likely they are to recommend your product to others on a scale from 1 to 10.
In the widget section, you can customize the survey to match your brand colors. Plus, you can add your logo, a progress bar, a box, and a border and change font styles and colors. Make sure you check the preview before publishing the survey.
Add a follow-up question to get more context
Although NPS is one of the most effective CX metrics, the mere digit(s) can’t tell you what influenced your customers to give you that score. A qualitative follow-up question gives users the opportunity to explain their reasons.
Userpilot gives you 2 options for adding follow-up questions:
- Universal: All respondents get the same question regardless of the selected score.
- Score-based: The question is personalized based on the score. For instance, the question meant for detractors could specifically ask for the source of discontent.
Choose who and when should the NPS survey be triggered to
With Userpilot, you can target surveys to specific segments. Here are 4 options that you can choose from.
Only me: This option is useful for testing and covers all users who have access to your Userpilot account and have installed the Chrome extension builder.
All users: This is the default option that triggers the survey for all users.
Users who meet specific conditions: Define a subset of users by using certain rules to decide which users can see the survey. The conditions can include user and company data, actions/events that users perform in your product, etc.
Specific user segment: Use a segment you’ve already created, such as the ‘inactive users’ segment. It can be effective when you have a saved criterion that can be used multiple times to trigger a survey.
Furthermore, you can also choose the frequency of the survey. Set feedback cycle intervals for users who respond to the survey.
Localize your NPS content to collect customer feedback in multiple languages
Userpilot has the ability to translate NPS content into different languages. Thus, you can offer feedback collection in the languages that customers prefer.
This localization feature helps attract more of your target audience and improve user satisfaction.
Analyze your NPS responses and get reports in a single dashboard
Finally, Userpilot lets you keep all the key data in a single dashboard.
You can view your NPS score and the percentage of promoters, passives, and detractors in one place. You can also monitor the scores along with respective responses to detect recurring patterns over time.
Analyze the responses and tags in-depth to understand the impact of your strategies and tweak them if necessary.
Conclusion
An NPS dashboard gives you an in-depth understanding of the customer experience and helps you identify areas of improvement that you may not have noticed otherwise. This makes NPS analysis critical to achieving customer success.
Want to collect in-app user feedback code-free and analyze the data in a single NPS dashboard? Get a Userpilot demo and see how easily you can do it.
