Net Promoter Score (NPS) Report

Modified on Thu, 27 Feb at 7:18 AM

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.
Once the subscription is added, the NPS report will be visible
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
The NPS is calculated as % Promoters minus % Detractors. The result is a number ranging from -100 to +100:
- -100: All respondents are Detractor
- +100: All respondents are Promoters
For multi-client appointments, the review is only sent to the main client of the appointment
For multi-staff services, the review will display all staff members assigned to the service

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 where the appointment is scheduled.
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	The ticket number for the appointment that the review is based on.
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 numeric rating the client selected in their NPS review. Interpreting the NPS Range: Below 0 (Negative Score): More detractors than promoters, signaling significant issues with customer satisfaction and loyalty. 0 to 30: A moderate score, indicating room for improvement in the customer experience. 31 to 70: A strong score, showing a solid base of loyal customers. 71 to 100: An excellent score, reflecting high customer satisfaction and a strong likelihood of recommendations.
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

Calculation Example

For January, 100 clients completed the NPS survey:

- 60 Promoters (60%)

- 20 Passives (ignored in NPS calculation)

- 20 Detractors (20%)

Using the formula:

NPS = 60% − 20% = +40.

An NPS of 40 is generally considered a good score, indicating a strong base of satisfied clients.

For more information, contact us at support@mytime.com or (385) 233-6964.

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Net Promoter Score (NPS)