Overview
The NPS Segments widget breaks your NPS feedback into three groups, Promoters, Passives, and Detractors, displayed as percentages.
Why this matters: Understanding the composition behind your NPS shows you where to focus, so you can prioritize improvement efforts on the detractor segments that drag your score down.
Configuration and filters
Add the widget to your Dashboard, then tailor the breakdown using the available controls:
Filters: Focus on specific Locations, Location Groups, or timeframes.Display options: Choose the chart style and color coding for the segments.
Best practice: Compare segments over time to evaluate the effectiveness of improvement initiatives, and share segment data with team leads to address areas of concern.
Frequently asked questions
Q: How does this differ from the overall NPS score?
A: The overall score is a single number, while this widget shows the percentage of Promoters, Passives, and Detractors that make up that number.
Q: How can I act on the segments?
A: Watch for shifts in a segment over time. For example, a customer success manager who spots an increase in detractors for a specific location can coordinate targeted training to address the feedback.