TABLE OF CONTENTS



Introduction


Looking at reports without understanding what each metric means can be hard. This article aims to help you understand how each driver is contributing to your NPS.


Understanding NPS Contribution for Drivers


Calculating the NPS Contribution


When a respondent completes a survey, we calculate weights for each Driver based on the amount of Drivers selected and the response type (Promoter, Passive, or Detractor). 
  • These weights help us understand how much each Driver contributed to the customer's overall feedback.
  • Promoters get positive contribution, Detractors add a negative impact, and Passives have no direct individual contribution (but they are accounted for in the overall NPS Contribution.
  • The weights are then adjusted depending on how many drivers (at different levels) the customer has selected.
  • After collecting these individual contributions from all responses over a period, we calculate the overall importance of each Driver by averaging the weights. 
  • This approach ensures that the results align with the overall customer sentiment and Net Promoter Score.
  • The outcome is then visualized in our Driver Diagnostics widgets, providing clear insights into the main drivers of your Net Promoter Score over time.



'Other contributing factors' & 'Other drivers'

  • “Other contributing factors” cover the records where no Drivers have been selected, ensuring that the sum of all NPS contributions adds up to the total NPS.
  • "Other drivers" refers to Drivers which are not displayed in the widget because they exceed the maximum number of Drivers as set in the widget edit mode.


Widgets this covers


The following Driver widgets leverage this metric:

  • Waterfall chart
  • Loyalty 
  • Driver Table
  • Driver Trend
  • Driver Value (Monetize 4.0)


All the above widgets are based on Survey Respondents (individuals) except for the Driver Value Reporting Widget which is on the Account Level.