Summary
This article covers how to track and analyze customer sentiment using the NPS model. You’ll learn how to view and structure survey data, capture AI-driven feedback summaries, and use Global Filters to segment by score and comments.
Who is this article for?
Planhat builders/admins who configure their tenant for their team (e.g. CS Ops).
This article is part of the Data Models Course.
Article Contents
Introduction
The NPS Model captures Net Promoter Score survey results, giving you valuable insights into customer sentiment and satisfaction. It allows you to analyze and interact with the results from each campaign.
Key System Fields
The basic NPS Fields are:
Date Sent
Created Date
Updated Date
Key Custom Fields
If you wanted to utilize AI, you could create a custom Field like AI NPS Summary.
A couple examples of AI NPS Summary could include:
Example 1: Create a Field as a rich text field, wherein your connected LLM can summarize feedback.
Example 2: Create a Field as a Multipick list field (with the values consisting of reasons for their score - such as Feedback about Bugs, Training, Pricing, Product Usability, etc.), wherein your LLM will select the relevant values based on the feedback provided from the person who responded to the NPS Survey.
Field Groups
Now that you have an understanding of the Key Fields, you can set them up in Field Groups, which live in Profile > Profile Templates. This determines what shows in Previews and full-page profiles for NPS.
Let’s look at how to group them in a logical way. We recommend a set up as below:
For more information on Field Groups, take a look at Help Center Article: Field Groups.
Create Form
To ensure your data stays clean, it’s important you make fields mandatory for creation. To manage Create form, go to Profile > Create Form, and at a minimum, set it up as shown below.
For an in-depth breakdown on all things Profile related, take a look at our Help Center Article: An introduction to Profiles / Previews, the How-To Library in app, or check out the Dojo course related to Profiles.
Common Global Filters
You may want to create some standard views for your NPS, to ensure everyone has the same definition.
Here are some of the most commonly used Global Filters:
Has Comments - to display all NPS that has comments
Promoters (Score >8) - to display all responses that are Promoter
Passive (Score more than 6 and less than 9) - to display all responses that are Passive
Detractors (Score < 7) - to display all responses that are Detractors
In the example below, we created a Data Table Page using the Global Filter to identify all responses that were Detractors.
