Is the NPS column detected automatically?

When you import data, deepsight suggests a suitable NPS column. You review and confirm the assignment.

What base does the NPS refer to?

The analyzed responses. Anything the data quality check filters out does not count towards the base. If the check is switched on, the NPS may therefore differ from the NPS of all respondents. Topic shares also refer to the analyzed responses; a response can be assigned to several topics.

Does the analysis show why customers give low ratings?

It shows which topics promoters, passives and detractors mention and takes you to the comments behind them. This helps you interpret differences – it is not proof of causes.

Can I compare the NPS between groups?

Yes. With group comparison, you compare the NPS and topics of groups, such as by region or customer type. The attributes for this come from your data.

Does this also work with CSAT or CES?

NPS analysis is designed for the likelihood-to-recommend question with scores from 0 to 10. You analyze other rating scales such as CSAT or CES as closed-ended questions: deepsight shows the mean as well as top-2 and bottom-2 shares, and you decide which end of the scale counts as good.

deepsight cloud · NPS analysis Connect recommendation scores with the reasons behind them.

Compare which topics promoters, passives and detractors mention, and check the comments behind them.

Single response and NPS

From response to score

Promoters35.4%n = 283

minus

Detractors26.5%n = 212

equals

NPS+9Base n = 800

Illustrative values. Individual ratings from 0 to 10 assign people to a group; the NPS is one score for all analyzed responses (−100 to +100), rounded to a whole number.

Example

What each group writes

Select a group to see a comment.

Illustrative values. Base: analyzed responses per group.

Comment · Detractors

“It often takes 20 minutes before anyone answers the phone. The price increase came without any explanation.”

Rating: 4

Select a category to see the matching passage.

FAQ

Questions about NPS analysis

How to analyze NPS and satisfaction scores together with the comments behind them is shown under NPS & CSAT.

More features · Analyze responses

Topic analysisOrganize open-ended responses by topic, with new categories or your own codebook.View Sentiment analysisSee for each topic whether a response praises, criticizes or stays neutral.View Intent analysisSort comments by what people want, such as a complaint, praise, a question or an intention to cancel.View Group comparisonCompare topics and ratings by attributes from your data.View

See the feature with your own data

We will walk you through the analysis using an example from your field.

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