How to Monitor NPS with NPS Dashboards: The Quick Guide

NPS dashboards are perfect for deciphering NPS data, which can often be confusing to the blind eye.

So, let's take a look at:

• What an NPS dashboard is,
• Why it matters to visualize net promoter score through a dashboard,
• What you can and should include in your NPS visualization dashboard,
• Top methods to make the best of NPS dashboards.

Don't have the time? Here's the TL;DR:

TL;DR

→ An NPS Dashboard visualizes user feedback via NPS scores.

→ It's a key metric for evaluating customer satisfaction and predicting business growth.

→ It deciphers user feedback into actionable insights.

→ Beyond the NPS score, it's beneficial to monitor metrics like score breakdowns, response rates, and user interaction details.

→ Dashboards can be created using third-party platforms like UserGuiding for in-depth analysis, or in-house with tools like Excel for straightforward metric tracking.

You can build customized NPS surveys with UserGuiding.

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What is an NPS Dashboard?

An NPS Dashboard is your product's report card, showcasing your users' feedback in a visualized way to support analysis and decision-making.

NPS, or Net Promoter Score, serves as the backbone of an NPS dashboard. And visualization methods like bar charts, line charts, and distribution charts form the rest of the skeleton.

👉 It is also important to remember what NPS is: It is a form of user/customer scoring that categorizes them into Promoters, Passives, and Detractors, hence the Net Promoter Score.

NPS was born from the need to gauge customer loyalty more effectively. Introduced in a 2003 Harvard Business Review article, it quickly became the go-to metric for assessing customer satisfaction and predicting business growth.

And though there are more tools now working to improve customer satisfaction, NPS and NPS dashboards are still going strong.

Why though?

Why use an NPS Dashboard?

An NPS Dashboard does more than flash a score. It peels back the layers of user experience, revealing the why behind the what. It’s your Rosetta Stone for decoding user sentiment and transforming raw data into a strategic roadmap.

But there are some easier-to-illustrate reasons as well.

👉 Insightful Navigation

NPS dashboards illuminate the path from user feedback to actionable insights.

They sift through the noise to highlight what truly matters—where your product delights and where it falls short.

👉 Dynamic Feedback Loop

NPS dashboards offer a dynamic view of how each tweak to your service or product lands with your audience, aka, how the customer experience is affected.

Every feature rollout, UI adjustment, or content update is put to the test, with immediate customer feedback looped back to you via an NPS survey and a dashboard to visualize it.

This continuous stream of insights acts as a pulse check, keeping your team agile and responsive to user needs, ensuring that you're always moving in the right direction.

👉 Cultural Catalyst

Implementing NPS dashboards does more than just collect data and put it on a snapshot report. It fosters a culture of empathy and user-centricity.

When every member of the team, from developers to marketers, has access to and understands user sentiment, it aligns efforts toward a common goal:

Elevating the user and customer experience.

This shared focus

• drives product improvement,
• cultivates a work environment where the user's voice is paramount.

So, your product goes beyond meeting expectations and consistently exceeds them.

This is what a NPS dashboard looks like.

How to monitor NPS: NPS data to be included in the dashboard

Make no mistake, NPS itself is a metric.

But then, what do I mean when I say "other metrics" to include?

There are, of course, a bunch of good metrics that can work wonders when used in tandem with NPS data - customer feedback from the follow-up questions of an NPS survey.

But what we're talking about now is essentially the key elements to look for when monitoring NPS data.

1. Overall NPS Score: The responses of customers to the NPS question "How likely are you to recommend our product/service to a friend or colleague?
2. Trend Analysis: NPS score in a given period and in different time periods made available (e.g., monthly, quarterly, annually).
3. Segment Analysis: Breakdown of the NPS score by different customer segments such as demographics (age, gender, location), customer type (new vs. returning customers), or product/service usage.
4. NPS Distribution: The distribution of responses across the 0-10 scale used for calculating NPS.
5. Comments and Feedback: A section to showcase verbatim comments or feedback from customers who responded to the NPS survey.
6. Benchmarking: Comparison of your NPS score against industry benchmarks or competitors' scores.
7. Action Plan and Goals: Specific actions or initiatives based on the NPS insights to improve customer satisfaction and loyalty.

While working on these, also consider covering

• NPS response and NPS survey completion rates in accordance with DAU/MAU,
• Data into the customer experience and UX in accordance with the number of promoters, passives, and detractors,
• A holistic view of the on-page activity of each user segment and their interactions with NPS surveys.

While this extra NPS data can help you understand certain events, it can overcomplicate things as well.

Remember that you can always test to see which data works best in your analytic dashboard for NPS.

Got your data?

Now, let's take a look at how to make the best of NPS visualization through different methods of creating NPS dashboards ⬇️

NPS Visualization: 2 Methods of Insightful NPS Dashboard Visualization

When it comes to actually putting theory into practice, there are primarily 2 methods that most prefer:

Going with a tool or going in-house.

Let's take a look.

1- Using Third-Party NPS Dashboard Platforms

Let's face it, NPS is not that complicated.

Do your survey, ask a follow-up question or two, then do response distribution according to the percentage of promoters, passives, and detractors.

Percentage of promoters is high? Good NPS.

Percentage of detractors high? Try again.

But there is always more information we can find out through NPS if only we look close.

And to do just that, I have the tool for you ⬇️

UserGuiding: NPS Dashboard done right

It is one thing to find out who likes your product and who hates it and call it a day.

It is another deal to dive into the NPS data with a dedicated tool.

Meet UserGuiding.

NPS Dashboard showing a pie chart of a specific customer segment survey

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UserGuiding NPS dashboard showing specific users and their scores along with NPS question insights

‎UserGuiding NPS surveys work exactly how any other would, you pick the template you like, made changes if necessary, add your brand theme for a custom look, and voila, it's set.

But the real magic starts when NPS scores start rolling in.

You can use the NPS dashboard to dive deep for more info like:

• Which specific user is a detractor and which can use an upsell,
• If you need to get customer support involved for a specific segment,
• How the survey performed in a given period,
• What your response rate is for that specific NPS survey

And more!

Plus, with UserGuiding, you can start using:

• The rest of the in-app surveys like feedback forms and satisfaction surveys,
• Create gamified and interactive user onboarding flows with guides, checklists, and in-app UX elements,
• Use resource centers to meet your users where they are for self-service, taking the burden off of the shoulders of your customer support team,

Basically, do all that and more in one designated digital adoption platform, UserGuiding.

‎Start today for free 👈

2- Going In-House with Supporting Tools

And then there was good old Excel.

As I just said, NPS is a pretty straightforward metric.

There are fans, and there are not-really-big-fans of your product. Whether you put it on a pie chart, line chart, bar chart, or something fancier like a customer sentiment analysis report, the main thing won't change.

There will always be people who like you and those who don't.

You might as well fetch the data you gotta fetch from an Excel sheet.

Here's one I built in a matter of 10 minutes:

Was it any fun?

As much as it can be when using Excel.

My point is: if you've got an Excel mastermind in your team whose time can spare to look into NPS data, be my guest.

But if you don't, you might as well go with a third-party tool where you don't have to do any of the labor, and you can give your full attention to analyzing precious data without having to look up Excel formulas constantly.

You do you, I'll just leave this super cool 14-day free trial of UserGuiding ‎right here 👈

Wrapping Up

NPS Surveys are absolutely crucial forms of customer feedback, as well as a great way of smelling danger from a mile away while also finding the opportunities for upselling.

But all that is only possible if you know how to read the crpyted text, that is NPS.

NPS Dashboards do exactly that, and with the right NPS tool - or Excel sheet - you can conquer the secret of customer satisfaction.

While you're at it, make sure to check out our NPS survey best practices to turn your NPS dashboard into a whole satisfaction hub.

Good luck in advance 🍀