NPS Chart

Introduction

NPS charts provide a clear overview of your Net Promoter Score and the distribution of Detractors, Passives, and Promoters.

You can add NPS charts to both ad-hoc survey dashboards and custom dashboards. Each chart can combine responses from multiple NPS questions and surveys, giving you control over exactly which data is included in the calculation.

Chart layout

An NPS chart is divided into two sections.

NPS summary

The left side of the chart provides a summary for the selected data and time period. It displays:

• The number of data points and responses included
• The overall NPS score
• The number and percentage of Detractors
• The number and percentage of Passives
• The number and percentage of Promoters

The legend uses the same color coding throughout the chart:

• Red: Detractors
• Yellow: Passives
• Green: Promoters

The right side of the chart can display either a timeline trend or a distribution pie chart.

Timeline trend

The timeline view shows how the response distribution and NPS score changed over time.

The chart contains three colored areas representing the proportion of:

• Detractors in red
• Passives in yellow
• Promoters in green

A blue line shows the NPS score over the same period.

You can group timeline data by:

• Day
• Week
• Quarter
• Year

Choose a grouping that matches the amount of data available and the time period you want to analyze. Shorter intervals provide more detail, while longer intervals make broader trends easier to identify.

Hover over any point in the timeline to display a tooltip with the exact values for that time period. The tooltip provides a detailed breakdown of the counts represented in the chart.

Distribution pie chart

You can replace the timeline trend with a pie chart showing the overall distribution of Detractors, Passives, and Promoters.

The pie chart represents the same totals and percentages shown in the legend on the left. It is useful when you want to focus on the overall distribution rather than changes over time.

Choose NPS data

Like other dashboard charts, an NPS chart is not limited to a single survey or question.

In the chart settings, you can select one or more NPS questions from one or more surveys. Responses from all selected questions are combined when calculating the score and distribution.

This allows you to create charts that:

• Show the overall NPS across several surveys
• Focus on a specific survey or customer journey
• Combine equivalent NPS questions used in different campaigns
• Compare different surveys or audiences using multiple charts

Only compatible NPS question data should be selected for the same chart.

Chart options

Name

Enter a name for the chart. The name appears as the chart headline and should help users understand at a glance what the chart displays.

Use a specific, descriptive name, especially when your dashboard contains multiple charts with different data sources, audiences, or filters.

Description

Add an optional description to provide additional context about the chart. The description appears as a tooltip when users hover over the information icon next to the chart name.

You can use it to communicate important information to your team, such as:

• Where the data comes from
• Which audience or filters are applied
• The purpose of the chart
• How the results should be interpreted

Timeline grouping

Choose the time interval used to group responses:

• Day
• Week
• Month
• Quarter
• Year

A shorter interval provides more detail, while a longer interval creates a smoother view of long-term trends.

Overwrite filters

By default, an NPS chart uses the filters configured in the dashboard sidebar. These filters can narrow the chart data based on criteria such as surveys, user attributes, segments, response data, or time periods.

You can override the dashboard filters in the individual chart settings. This allows a chart to use different filtering rules from the rest of the dashboard.

For example, you can create a dashboard filtered to paying customers while configuring one NPS chart to display results for trial users as a comparison.

Adjust size and positioning

Like all other charts, NPS charts can be freely positioned and resized on custom dashboards.

When there is enough horizontal space, the chart displays both the NPS summary and the selected trend or distribution view. At narrower widths, the chart may display only the summary section.

Best practices

• Track changes over time – An individual NPS score provides a useful snapshot, but the timeline view offers more context. Use it to determine whether customer sentiment is improving or declining following product releases, service changes, or other initiatives.
• Choose an appropriate time grouping – Use daily or weekly grouping when you receive a high volume of responses. For smaller datasets or longer reporting periods, quarterly or yearly grouping can produce a clearer and more representative trend.
• Monitor response volume – A significant change in NPS based on only a few responses may not represent a meaningful shift in customer sentiment. Review the response count alongside the score when interpreting changes.
• Segment your audience – Use dashboard filters or chart-level filter overrides to compare NPS across customer groups.
• Look beyond the score – Combine NPS charts with follow-up question results, response tags, and qualitative feedback to understand why respondents selected their score.
• Use multiple charts for comparisons – Add several NPS charts to the same dashboard to compare surveys, customer groups, products, or reporting periods side by side.
• Share insights regularly – Use dashboard sharing or exports to keep your team aligned on customer sentiment trends.

You can find more NPS best-practises for in-app surveys on our blog.