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NPS® & Stats: Analyze your survey scores and responses

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The NPS® calculation

The Net Promoter Score℠ is calculated based on how patrons respond to your survey question and breaks down respondents into three categories. Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every patron is a Detractor) to a high of 100 (if every patron is a Promoter). 

  • Detractors (survey scores of 0-6)
    • Dissatisfied patrons who can potentially harm your institution's reputation through negative word-of-mouth.
  • Passives (survey scores of 7-8)
    • Satisfied but unenthusiastic patrons who won't positively or negatively affect your institution's reputation.
  • Promoters (survey scores of 9-10)
    • Cheerleaders who will promote your services to others—pay attention to what they like so you can keep up the good work.

What is a good Net Promoter Score?

Measuring your Net Promoter Score is a complicated process. As is the case with every customer satisfaction metric, there are a series of factors that can impact it and NPS is no different. Focusing on achieving a specific score can limit how you might approach and improve your institution and the services you provide, and instead, you should look at the feedback you're getting from your patrons and how you may or may not be improving your score over time (or holding steady with a high score).

With that being said, a Net Promoter Score that is below 0 would be an indication that your institution has a number of issues to address.

A score between 0 and 30 is a decent range to be in, but, there is still room for improvement. If your NPS is above 30, your institution is performing well with your patrons and your interactions with your patrons generate far more happy patrons than unhappy ones.

An NPS over 70 means your patrons love you and your institution and its services are performing exceptionally well. Keep up the good work!

Keep an eye on your score

Using the NPS® Reports you can track your Net Promoter Score (for individual surveys and across all surveys) and review survey responses to help you better understand your patrons and give them more of what they want. NPS reports provide up-to-date insights, cross-tab analysis to compare email campaigns, exportable graphics, and a word cloud to help you spot trends. The reporting tools help you measure how satisfied patrons are with your services over time while allowing you to filter and narrow your results—by source, date range, survey, respondent status, and/or email campaign—to analyze where and why patrons are providing the scores that they submit.

Access your NPS® Reports

the NPS Reports option in the Stats menu

Go to the NPS® Reports by clicking Stats in the LibAnswers navigation bar and selecting NPS® Reports from the dropdown menu—this option is available only to Admin-level account holders.

On the NPS® Reports page, the reports are organized under the following tabs:

Score statistics

The Score Statistics provide you with a breakdown of your overall Net Promoter Score, total responses (broken down by score and respondent status), and how your score has performed over time. This report also provides you with the Survey Response: Word Cloud that extracts the 25 most used terms/phrases in your survey response data (collected via the optional follow-up question in your surveys) so that you can spot trends across all survey respondents.

By default, the reports will show you score data from surveys submitted within the past 30 days across all surveys.

Filter your statistics

filters for score statistics
  1. Source: Use this field to filter by the type of source of the submission. Choosing from: Widget, Email, Direct URL, Ticket, or Chat.
  2. Submitted from and to: Use these date fields to filter submissions by their submission date, using the Submitted from field to specify a start date and the To field to specify an end date.
  3. Survey: Use this field to limit submission data to one or more surveys that have received submissions.
  4. Email Campaign: Use this field to limit submission data to one or more email campaigns that have received submissions.
  5. To apply your filters, click the Filter button.
  6. To reset all fields to default, click the Clear Filter link.

Example report

After filtering, you will be able to view the following reports:

  • Overall Score: Quickly see the current Net Promoter Score for the responses that are returned with your filters.
  • Survey Responses: Displays a breakdown of the total responses and the number of responders for each Respondent Status.
  • NPS® Ratings: Displays a bar graph showing the breakdown of responses by rating value from 0-10.
  • Net Promoter Score℠: For the selected date range: Shows how your score has performed over the selected date range (by month) and the average scores for submissions made for each month shown.
  • Survey Response: Word Cloud: A data table and word cloud showing the 25 most used terms/phrases by your patrons in their follow-up question submissions that allows you to quickly spot data trends across all respondents.
Example Score Statistics report
Example Score Statistics report

Survey responses

The Survey Responses report displays all survey responses, the NPS rating given by the patron, their respondent status, any comments they provided, their follow-up email address (when provided), and a link to the interaction that generated the submission (when available). If needed you can also delete submissions from this page.

By default, the reports will show you responses from surveys submitted within the past 30 days across all surveys.

Filter your statistics

filters for survey responses
  1. Source: Use this field to filter by the type of source of the submission. Choosing from: Widget, Email, Direct URL, Ticket, or Chat.
  2. Submitted from and to: Use these date fields to filter submissions by their submission date, using the Submitted from field to specify a start date and the To field to specify an end date.
  3. Survey: Use this field to limit submission responses to one or more surveys that have received submissions.
  4. Email Campaign: Use this field to limit submission responses to one or more email campaigns that have received submissions.
  5. Respondent Status: Use this field to limit the responses based on the status assigned to the submission. Choosing from: Promoter, Passive, or Detractor.
  6. To apply your filters, click the Filter button.
  7. To reset all fields to default, click the Clear Filter link.

Example report

After filtering the survey responses you can:

  1. Use the checkboxes for each response or the Toggle All on Page checkbox to select the responses to delete from LibAnswers.
    • Caution: Deleted responses cannot be recovered. They are permanently deleted and removed from the survey and corresponding statistics. 
  2. Use the Comments column to view any feedback that a patron provided via the follow-up question on a survey (when the question is active for a survey).
  3. When the follow-up question and the option to prompt the patron for their contact information are both active for a survey, the patron's email address can be viewed by clicking on the View Email link (only when the patron provided their email address).
  4. Use the links in the Interaction ID column to view the chat transcript or ticket where the feedback originated.
Example Survey Repondents report
Example Survey Respondents report

Cross tab analysis

The Cross Tab Analysis report allows you to compare the response ratings and Net Promoter Scores for up to four of your email campaigns. By comparing campaign performances you can get a better understanding of how successful a campaign was, in terms of response rates, while also providing you with score data to help you analyze why one campaign may, or may not, have returned the scores that you expected.

Select and filter the cross tab analysis

filters for cross tab analysis
  1. Submitted from and to: Use these date fields to filter submissions by their submission date, using the Submitted from field to specify a start date and the To field to specify an end date.
  2. Email Campaign: Use this field to select the email campaigns to compare to one another.
    • Note: Two to four campaigns can be compared at one time.
  3. To apply your filters, click the Filter button.
  4. To reset all fields to default, click the Clear Filter link.

Example report

After filtering, you will be able to view the following data for each campaign:

  • Overall Score: Quickly see the current Net Promoter Score for each of the selected campaigns.
  • Email Campaign Responses: Displays a breakdown of the total responses and the response rate for each of the selected campaigns.
  • NPS® Rating Breakdowns: Displays a data table and bar graph showing the breakdown of responses by rating value from 0-10 for each of the selected campaigns.
  • Net Promoter Score℠: For the selected date range: Shows how each of the selected campaign's scores have performed over the selected date range (by month).
Example Cross Tab Analysis report
Example Cross Tab Analysis report

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.

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