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Monitoring Responses and Acting on Feedback
Reporting
KnoCommerce’s reporting dashboard lets you track NPS results, response rates and qualitative feedback across time. In the Reports section, filter by survey, question, date range or audience to visualize trends and identify recurring themes.
How NPS Is Calculated
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. Scores range from –100 to +100. Use the table below as a quick reference for what scores mean:
Promoters (9–10): Celebrate these customers—send them a thank‑you and consider asking for a public review or referral.
Passives (7–8): Ask for additional feedback to understand what would turn them into promoters. Offer targeted incentives or personalized recommendations.
Detractors (0–6): Reach out promptly via customer support to resolve issues. Converting detractors can lead to meaningful improvements in your product or service.
Score Range | Interpretation |
>50 | Promoter: excellent loyalty and strong brand advocacy |
0–50 | Passive: room for improvement—mixed sentiment |
<0 | Detractor: serious issues; detractors outnumber promoters |
Turning Insights into Action
Categorize responses: Group qualitative feedback into themes (shipping, product quality, price) to see where improvements will have the biggest impact.
Share insights with teams: Visualize data using bar charts or word clouds and share them across product, marketing and support teams.
Follow up through Klaviyo: Automate follow‑up emails or Slack notifications to the right stakeholders. For instance, create a flow that sends a discount code to promoters, a win‑back email to passives and a support ticket to detractors.
Combine NPS with other metrics: Merge NPS data with metrics like customer lifetime value, repeat purchase rate or churn to prioritize actions.
Close the loop publicly: Periodically share improvements inspired by customer feedback via email, your website or social media.