Using the NPS®️ report
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The Net Promoter Score®️ (NPS) Report in AB Tasty helps you analyze customer feedback collected through the NPS widget. This tutorial will guide you through accessing the report, understanding responses, and using Feedback Analysis Copilot.
After launching an NPS campaign, you can access the report to analyze the collected data.
Steps to Access the NPS Report:
Go to the Reporting section in AB Tasty.
In the left sidebar, click on the "NPS" tab (smiley icon), to view the report.
The NPS report categorizes responses into three groups:
Promoters (9-10): Loyal customers who are likely to recommend your brand.
Passives (7-8): Neutral customers who are satisfied but not enthusiastic.
Detractors (0-6): Unhappy customers who may spread negative feedback.
The NPS is calculated as: NPS = %Promoters − %Detractors. This score helps you gauge overall customer satisfaction and loyalty.
To help analyze qualitative feedback, AB Tasty uses AI-powered Feedback Analysis Copilot (BETA). This feature groups comments based on sentiment and key themes.
How Feedback Analysis Copilot works:
AI scans customer comments and identifies key terms.
Comments are categorized into positive, neutral, or negative sentiments.
The system groups similar feedback to highlight common themes.
This feature is more efficient than simple keyword matching because it considers the context of each comment.
To ensure meaningful analysis, the system requires at least 100 comments.
It provides the top 3 satisfying and unsatisfying themes of the campaigns. The Feedback Analysis Copilot also provides key takeaways: a list of meaningful keywords, most relevant comments, and feedback attributed to each theme.
NB : Comments that are not considered valuable for the analysis are grouped under "uncategorized comments theme." This allows you to skip reading them, but still have the option to review their content if needed.
To get a detailed view of customer feedback:
Go to the NPS Report in AB Tasty.
Scroll down to the "NPS®️ comments" section.
This allows you to quickly search comments by variation, containing specific text and posted in a specific period of time.
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 ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
Click on Launch the analysis to access the
For more details on comment categorization, refer to