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Best Practices for Analysis

  • Look Beyond the Score: Your overall NPS score is a useful benchmark, but the real insights are in the "why." Use the Feedback Drivers and individual comments on the Customer Feedback tab to understand what you're doing well and where you need to improve.

  • Compare Store Performance: Use the NPS Stores tab to identify top-performing stores that can serve as models for others, and to find underperforming locations that may need additional training or support.

  • Close the Loop: This is the most critical NPS practice. Use the Customer Feedback tab to identify unhappy customers (Detractors). Following up with them directly to address their specific concerns can often turn a negative experience into a positive one and prevent customer churn.

  • Track Trends Over Time: Use the Date filter to monitor your NPS score month-over-month or quarter-over-quarter. This helps you measure whether your new customer experience initiatives are having a tangible impact.

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