NPS Score — User Guide

The NPS Score app collects Net Promoter Score feedback from your customers and turns it into actionable insights — overall, over time, per question, and broken down by facets like region, product tier, or category.

What you can do

• Ask one or many NPS questions at the collection level or for specific products.
• See your NPS score, response counts, and a 0–10 distribution in the Results tab.
• Track NPS over time with rolling-average and response-volume charts in the Trends tab.
• Slice scores by any facet (e.g. "What's our NPS for Premium products in Napa?") in the Segments tab.
• Filter Results by facet to drill into specific cohorts.
• Target questions to specific facet values so a question only appears for, say, Premium-tier products.
• Customize the thank-you and "already submitted" messages shown to respondents.
• Run the survey in any language — UI strings and your custom copy are auto-translated based on the visitor's language.

Getting started

1. Open the admin dashboard for the NPS app.
2. Go to Settings.
3. Set your page heading (and optional subheading).
4. Edit the default question — or add more.
5. (Optional) Customize the thank-you and already-submitted messages.
6. Click Save Configuration.

The public survey is now live for any visitor scanning a product or visiting the collection.

Need help? The ? icon in the dashboard header opens a quick description and a link to this guide. The ↗ icon opens the guide directly in a new tab.

Day-to-day usage (for your customers)

Customers see a clean 0–10 score picker with one or more questions. They tap a number, hit submit, and see a thank-you. That's it — under 10 seconds.

If a customer returns to a survey they've already completed, they see your already-submitted message instead of being able to submit again.

Behind the scenes, when a customer submits a score on a product page, we automatically record:

• The score (0–10)
• The product ID
• Every facet assigned to that product (region, tier, category, etc.)

This means you can analyze NPS by facet historically — no need to set anything up first, as long as facets were assigned to the product before the response came in.

The Results tab

Shows a single question's overall NPS:

• Big NPS number (–100 to +100)
• Distribution bar showing the proportion of low / mid / high scores in vibrant colors
• Per-score breakdown (0 through 10 with response counts)

Use the Filter button to narrow by any facet — e.g. "show me NPS just for Reds in California."

If you have multiple questions, click the question buttons at the top to switch.

The Trends tab

See how your NPS is moving over time.

• Rolling NPS line — a smoothed score over a rolling 30-day window so short-term spikes don't dominate.
• Response volume overlay — bars for the number of responses in each bucket, layered behind the trend line so you can tell whether a swing is meaningful or just noise from a quiet day.
• Per-question switching — same question selector as Results.
• Facet filter — narrow trends to a specific cohort (e.g. only Premium-tier responses).

Use this tab to answer "are we getting better or worse?" rather than "where do we stand right now?".

The Segments tab

This is where facets shine.

1. Pick a question.
2. Pick a facet to group by (e.g. Region).
3. See a sorted list of every value in that facet with its NPS score, response count, and distribution bar.

Low-sample warning: segments with fewer than 5 responses are dimmed — treat their scores with caution.

Empty segments still appear so you can quickly see where you have no data. This is useful for spotting "we have zero feedback from Australia" gaps.

Question targeting (Settings tab)

Want a question that only appears for Premium-tier products? Or only for items in the Wine category?

1. In Settings, find the question.
2. Under Show only when, click Add target.
3. Pick a facet and value (e.g. Tier: Premium).
4. Save.

The question now only appears when:

• The customer is on a product page, AND
• That product has the matching facet value.

A question with no targets is shown for all products and on collection-level surveys.

Customizing the survey copy

In Settings you can override the default text shown to respondents:

• Heading and subheading at the top of the survey.
• Thank-you title and subtitle shown right after a successful submission.
• Already-submitted title and subtitle shown if a respondent revisits a completed survey.

Leave any field blank to fall back to the built-in defaults.

Languages and translation

You don't need to maintain separate copies per language. The app:

• Detects the visitor's language from the parent page (or from a ?lang= URL parameter).
• Auto-translates both the built-in UI strings and the copy you authored above into the visitor's language on the fly.
• Caches translations in the browser so repeat visits are instant.

Author your copy in whichever language is most natural for you — the platform handles the rest.

Setting up facets

Facets themselves are managed at the collection level (outside this app — usually in your main brand admin). Once defined, they're automatically available here.

Common useful facets for NPS:

• Region — geography (Napa, Bordeaux, Tuscany)
• Tier — pricing band (Entry, Standard, Premium, Reserve)
• Category — product type (Red, White, Sparkling)
• Vintage — year cohorts
• Channel — sales channel (DTC, Trade, Retail)

FAQ

Why do some old responses not appear in segments? Facets are stamped onto each response at submission time. Responses recorded before facets were assigned to a product won't appear in segment views. New responses going forward will.

Can a product belong to multiple values of one facet? Yes — multi-cardinality facets work fine. The response is attributed to each matching segment, so a wine in both "Organic" and "Biodynamic" counts toward both NPS scores.

Why is my Segments tab empty even though I have responses? Either the collection has no facets defined yet, or the relevant products had no facet assignments when responses came in. Assign facets to your products and look at responses going forward.

Why does the Trends line look flat at the start? The rolling 30-day window needs ~30 days of history before it stabilizes. Early buckets average over fewer days, so the line settles as you collect more responses.

Can I embed the survey somewhere else? Yes — the app ships an embeddable widget (inline or as a link) that picks up the same configuration, language, and theming as the standalone survey.

Can I export raw responses? Not from this app yet — coming in a future update. For now you can read events via the platform's interactions API.

What's a good NPS? Industry varies wildly. As a rough benchmark:

• Above 50 is excellent
• 0 to 50 is solid
• Below 0 means more low scores than high scores

Always trend over time; absolute numbers matter less than direction.

Future surfaces

This app does not currently ship a MobileAdminContainer. NPS is an end-consumer survey + desk-based admin dashboard, with no NFC / QR / camera or in-the-field operator workflow. If such a workflow is added later, follow migration step 12 to scaffold the mobile admin bundle.