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NPS: score, journey moments and breakdowns
Net Promoter Score (NPS) measures how likely customers are to recommend you. Promoters score you high, detractors score you low, and passives sit between. NPS is the share of promoters minus the share of detractors.
Open the tab at Insights > CX > NPS.
Problem and intended user
The retention marketer (the person who runs email and repeat-purchase campaigns) and the ecommerce manager (the person who runs the store) need to know why customers would not recommend the store. One score does not say which moment, customer group or product pulls it down.
The problem grows as survey answers pile up and detractors' comments go unread.
Current workflow
Merchants read NPS results in the survey tool. They export the answers to a spreadsheet, split them by customer group, category, brand and product, and group the detractors' comments into themes by hand.
Prerequisites
- NPS reads survey responses that Nexus receives for your store, not review platforms.
- Nexus must set up your NPS data. Until then the tab says Not available yet.
- Collect NPS survey responses. Without them, the tab is empty.
How Nexus works
Nexus reads your survey responses. Fixed rules calculate the score, shares, breakdowns, NPS gain and revenue figures. AI reads the detractors' comments and writes the Key Insight, the Priority Issues, the Recommended Actions and the themes. It also sets each issue's tier and mention count.
You do not approve anything on this tab. Every view depends on your survey data. The top cards also depend on the latest analysis of survey answers.
A Loading NPS intelligence… banner shows while the tab loads.
Choose an NPS type
NPS surveys ask at different moments. The NPS type menu, at the top of the tab, limits the view to the moments you choose. It starts as All NPS types.
| Option | When the survey runs |
|---|---|
| Pre-Delivery | Before the order arrives |
| Post-Delivery | After the order arrives |
| Post-Usage | After customers use the product |
Keep at least one option selected. Post-Usage is greyed out because post-usage NPS is not available.
WARNING
Some views cannot split by NPS type. The Segment breakdown, NPS by Segment and NPS vs predicted revenue show "Not available for this NPS type" when you narrow the menu. One message takes the place of the four KPI cards. Key Insight reads "No key insight available for this period yet." Priority Issues shows no issues. Select All NPS types to see them again.
Break the score down
The NPS by: buttons switch the breakdown between Segment, Category, Brand, Location and Product. A segment is the RFM group a customer belongs to now. See RFM groups and score mapping.
- Bar Chart ranks the groups by NPS. A tooltip gives the responses, the promoter, passive and detractor shares, and the change against the prior period. Select Show all to see every group.
- Timeline plots each group over time, by month. The Timeline toggle is turned off for Segment. Select the name chips to show or hide a line.
- Min. responses dims groups with too few responses and moves them down the ranking. Each gets a low sample label. Choose All, ≥ 5, ≥ 10, ≥ 25 or ≥ 50.
- Min. orders appears for Product on the Bar Chart only. It hides products with fewer responses than the number you type. Each response comes from a completed order.
Exact output
Read the top of the tab
Key Insight. A short summary of the main issue. Select See more> to open the Priority Issues window. Use Previous and Next to move through the issues, highest impact first.
NPS Overview. A gauge shows your headline NPS, from -100 to +100. It shows Post-Delivery when that moment is selected. Otherwise it shows Pre-Delivery and labels the gauge. A bar under it shows the promoter, passive and detractor shares. Below the bar, the journey moments (Pre-Delivery, Post-Delivery, Post-Usage) each show a score. Post-Usage shows Not available. NPS Trend plots the scores over time. NPS is reported by month, so the chart shows monthly points even when you pick D or W. Use Overlay responses to add the response count for each moment.
KPI cards. Four cards sum up the opportunity. They show your store's own figures.
| Card | What it shows |
|---|---|
| POTENTIAL NPS | The NPS you reach if you resolve the detractor issues, and the points gained |
| REVENUE OPPORTUNITY | A monthly revenue estimate for resolving those issues. When Priority Issues exist, it equals the sum of the monthly figures on their cards. |
| CRITICAL ISSUES | The number of critical issues, and their average NPS |
| ACTIONS PENDING | NPS findings you have not started, and how many are in progress. Change a finding's status in Insights > Top findings. See Work through findings. |
Each card has a See more link to Detractor Themes & Deep Dives in the Evidence section.
Key Insight, Priority Issues and the KPI cards come from the latest analysis of survey answers. That analysis can cover a different period than your page. When its dates fall outside your date range, a caption reads "Based on responses from" and gives the dates.
The breakdown insights
Below the breakdown chart, Insights lists the worst performers for the chosen breakdown. Each card has a severity of Critical, Warning or Info. Nexus shows two cards first. Show … more insights shows the rest. Show less collapses the list.
Open the evidence
The Evidence section has three items. Select an item to open it. A closed item shows a one-line preview.
| Item | What it holds |
|---|---|
| Detractor Themes & Deep Dives | Priority Issues. Each card has a tier (Critical, High or Moderate), its share of detractors, the NPS gain and monthly revenue it carries, and its impact score. Open a card to read Recommended Actions and Sample Feedback. |
| Score Tables | NPS by Segment, with promoter, passive and detractor shares and the sample size. NPS by Product, with its impact, promoter and detractor shares and the number of responses. A product with a low NPS gets a tinted row and a So & so tag. Both tables follow the Min. responses menu. |
| Trends & Period Comparison | NPS vs predicted revenue. Each dot is an RFM segment. It plots the segment's average NPS against Nexus's estimate of what its customers will spend over their lifetime. This is revenue, not profit. |
What to do with it
| What you see | Decision or action | Owner |
|---|---|---|
| A low score at one moment in NPS Overview | Compare Pre-Delivery with Post-Delivery to see whether the wait or the product is the cause. Fix it outside Nexus. | ecommerce manager |
| A Critical card in Priority Issues | Read Recommended Actions and Sample Feedback. Act outside Nexus. | ecommerce manager |
| A segment with a low NPS in NPS by Segment | Plan a message to that RFM group in your email tool, outside Nexus. | retention marketer |
| A product, brand or category with a Critical insight | Check that item's page, supplier and returns, outside Nexus. | ecommerce manager |
Expected value and measurement
This tab can help you see where the score falls.
To check an effect, open Insights > CX > NPS. Read the headline NPS and the NPS Trend before and after your change. Use the NPS by: buttons to read the breakdown you changed. The Bar Chart tooltip gives the change against the prior period. Keep the NPS type menu the same. Ignore groups with a low sample label.
You cannot isolate the effect of one change. Answers arrive after the order, so a fix shows up later. Seasons and promotions move the score too.
Limitations and exceptions
- Estimates. REVENUE OPPORTUNITY and POTENTIAL NPS are estimates. Use them to rank issues, not as a forecast.
- AI can be wrong. It writes the Key Insight, themes and actions, and sets each issue's tier and mention count. Read Sample Feedback before you act.
- Action marks. The check mark, half circle and empty circle next to Recommended Actions come from the AI. They do not track your work.
Messages you may see
| Message | What to do |
|---|---|
| A message that NPS data is not available for your store | Nothing to set up on your side. Contact support. |
| Not available yet | Nexus is still setting up your NPS data. Check back later. |
| No data for this period | Widen the date range, or wait for more responses. |
| Not available for this NPS type | Select All NPS types. |
| Couldn’t load this for the selected dates | Try a shorter date range. |
| Failed to load NPS intelligence | Select Try again. |
| No key insight available for this period yet. | Select All NPS types. |
Demo Mode
In Demo Mode the tab shows sample survey data for the Demo Mode store. The NPS type menu works only in part. The four KPI cards, Key Insight and Priority Issues react as they do on a live store. The breakdowns, the score tables and NPS vs predicted revenue do not change when you narrow the menu. They do not show "Not available for this NPS type".