Overview
The NPS Segments widget shows the share of Promoters, Passives and Detractors among the answers to an NPS question, as a column chart. Use it to see what makes up your Net Promoter Score for a period.
At a glance |
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Who can do this | Super Users or a Role with Dashboard Templates › Manage add it. Viewers see only data from Results they can access. |
Where | Dashboard Templates › a template › Add a widget › NPS › NPS Segments |
Works on | Backend (web) |
Availability | All organizations. No add-on needed. |
What it shows
Every NPS widget reads one Smiley Question set to 11 Smileys (NPS). See Smiley Question Type. Each answer in the time range is sorted into a segment:
Segment | Answers |
Detractors | Answered 0 to 6 |
Passives | Answered 7 or 8 |
Promoters | Answered 9 or 10 |
The chart has three columns, labelled Promotors, Passives and Detractors and coloured green, yellow and red. Each column is that segment's percentage of all responses, on a scale from 0 to 100. It counts completed Results only, not deleted ones, whatever their approval state (Results awaiting validation count too). Each viewer sees only Results they can access, so two people can see different figures: see How access works in Mobaro.
The Net Promoter Score is the Promoters percentage minus the Detractors percentage. This widget doesn't show the score itself: use NPS Historic Score or NPS Score Development.
⚠️ Heads-up: Allow N/A answer on the NPS question means N/A answers are counted as Passives. They add to the responses and pull the score towards 0. Leave N/A off NPS questions for a standard score.
Settings and filters
Setting | What it does | Default |
Time range | Today, Yesterday, Last week, Current week, Current month, Last a number of Days, Weeks or Months, Specific month or Custom Time Range. There is no All Time. | Last 12 months |
Checklist and Question | In the Checklist Question Filter: one Checklist and one 11 Smileys (NPS) Smiley Question on it. Other question types aren't listed. | None; the first NPS question is preselected |
Locations | Locations and Location Groups to include. A Location Group counts the Locations in it. | All Locations |
Title | Click the widget title to rename it; Reset Title (×) restores the default. | NPS - Segments |
The chart type and colours are fixed.
Reading the widget
Hover over a column to see its percentage, rounded to a whole number. Columns can't be clicked.
No Checklist Selected means the question filter is empty. No data is available for this widget. Please try changing your filtering. means there are no responses in the period.
The widget refreshes with the dashboard, every 10 minutes. See How to use the Dashboard.
Best practices
To compare Locations, add one NPS Segments widget per Location, each filtered to that Location.
Watch the Detractors column over a few periods before acting on a single change.
Frequently asked questions
How do the segments relate to the NPS score?
The score is the Promoters percentage minus the Detractors percentage. For example, 50% Promoters and 20% Detractors gives a score of 30. Passives count in the total but don't add or subtract.
Do N/A answers count?
Yes, as Passives, if the question has Allow N/A answer ticked. They lower both the Promoters and Detractors percentages.
Can I change the chart style or colours?
No. The widget is always a green, yellow and red column chart. You can rename it and change its filters.
Why can't I pick my smiley question?
Only 11 Smileys (NPS) Smiley Questions are listed. See NPS Historic Score.