This report shows the Net Promoter Score (NPS), which is a metric that gauges customer loyalty and satisfaction.
Things to know:
- This feature is available as a paid add-on. To add it to your account, please contact your account manager or reach out to customer service at support@mytime.com.
- The ability to access this report is governed by the "Accessing Reports" access control settings.
- Based on their responses, clients fall into one of three categories:
- Promoters (9-10): Loyal, highly satisfied clients who are likely to recommend your business
- Passives (7-8): Generally satisfied but unenthusiastic clients who may switch to competitors
- Detractors (0–6): Unhappy clients who may discourage others from using your service
- NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The formula is:
- (% of Promoters = Total Promoters ÷ Total Clients × 100)
- (% of Detractors = Total Detractors ÷ Total Clients × 100)
- NPS = % Promoters – % Detractors
- The result is a number ranging from -100 to +100:
- -100: All respondents are Detractors
- +100: All respondents are Promoters
- Passives are excluded from the calculation
- For multi-client appointments, only the main client will receive a review request.
- For services involving multiple staff members, the review will include all assigned staff
CONTENTS
Access NPS Report
To access this report:
- Navigate to Dashboard
- Select the Reports tab
- Under the Clients section, select Net Promoter Score
When the report opens, you can filter by location, staff members, and date. You have the option to download the report as a CSV, PDF, or print version. Once you have selected your filters, click on the UPDATE button to generate the desired data.
Report Filters
| Filter | Description |
| Location | The location associated with the reviewed appointment.
|
| Staff | Displays reviews based on the staff member who performed the service during the selected date range. |
| Date | Filter reviews based on when they were submitted within the selected date range. |
Report Columns
| Column | Description |
| Review Date | The date the review was submitted. |
| Location | The business location associated with the reviewed appointment. |
| Appointment | The appointment ID linked to the review. Clicking the appointment hyperlink will open the appointment |
| Appointment Time | The scheduled time of the appointment associated with the review. |
| Ticket | This is the ticket number associated with the appointment the review is based on. Clicking the hyperlink will open the ticket in POS. |
| Client | The client who submitted the review. Clicking the client name hyperlink will open the client's profile |
| Service | The service provided during the appointment being reviewed. |
| NPS Rating | The numerical rating the client selected in their NPS review. |
| NPS (value displayed in footer) | NPS = % Promoters – % Detractors Passives are excluded from the calculation. The result is a number ranging from -100 to +100. |
| Review/Feedback | Any written feedback provided by the client, along with their review. |
| Staff | The staff member who performed the service for the reviewed appointment. Clicking the staff member hyperlink will open the staff member's profile |
NPS Calculation Examples
- In January, 100 clients completed the NPS survey:
- 60 Promoters (60/100 X 100 = 60%)
- 20 Passives (ignored in NPS calculation)
- 20 Detractors (20/100 X 100 = 20%)
- NPS = 60% − 20% = +40
- In February, 100 clients completed the NPS survey:
- 0 Promoters (0%)
- 0 Passives (ignored in NPS calculation)
- 100 Detractors (100/100 X 100 = 100%)
- NPS = 0% − 100% = -100
- In March, 100 clients completed the NPS survey:
- 100 Promoters (100/100 X 100 = 100%)
- 0 Passives (ignored in NPS calculation)
- 0 Detractors (0%)
- NPS = 100% − 0% = +100
For more information, contact us at support@mytime.com or (385) 233-6964.
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