Overview of Vitally's NPS surveys & analytics

An overview of the capabilities and analytics Vitally's NPS add-on provides

Vitally's NPS add-on is NPS rebuilt for Customer Success - show NPS surveys to specific users, analyze NPS scores across accounts, and set up alerts for accounts with dissatisfied users or low scores.

Integrating other NPS tools into Vitally The Zapier integration or any data warehouse integration can be used to push NPS responses from other tools into Vitally.

We also offer the option to import NPS scores using a CSV upload or the REST API.

Powerful NPS analytics

Once you start receiving NPS responses from your users, NPS Reporting Dashboards give you insight into your overall NPS score as well as average scores within accounts.

Show surveys to specific accounts or users

Don't want to bother everyone with our NPS surveys? Leverage Playbook automation to only target users or accounts that meet certain requirements. See the Limit audience for NPS surveys section on how to configure this workflow.

Analyze feedback per account

Our 360° customer dashboards organize feedback under each user's account. Analyze feedback and track your NPS score across each account's users.

Analyze NPS scores and feedback in a view

Want to see NPS scores and feedback for only Enterprise accounts? Or see every NPS score and feedback across all users? NPS views can be filtered to visualize only the data you need.

The overall NPS score at the top of this view is calculated using only the responses within the filtered view

Fire alarms for concerning NPS scores

Leverage Playbook automation+ Indicators to auto-detect accounts with owners that submit low NPS scores, accounts with large amounts of detractors, and more.

Auto-email your promoters and detractors

Want to ask a promoter to leave a review on G2? Or want to ask a detractor for more feedback? Leverage Playbook automation to auto-engage users based on their NPS scores.

How is NPS calculated?

Vitally categorizes NPS respondent scores into three categories based on the 1 - 10 rating:

  • Detractors: 0 - 6

  • Passives: 7 - 8

  • Promoters: 9 - 10

The most recent NPS rating determines what category the user falls into.

For example, if a passive user responded with a 7 last week but responded with a 9 today, they are now considered a promoter.

The overall NPS score is then calculated using this formula:

  • NPS = % of Promoters - % of Detractors

    • % of Promoters is the number of Promoter scores / total number of respondants

    • % of Detractors is the number of Detractor scores / total number of respondants

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