Want to learn more about our NPS Product? Check out this page first!
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 |
NPS Reports
Currently, our NPS reports include:
NPS Summary Report: a detailed NPS breakdown by score and analysis of customer sentiment distribution.
NPS Over Time: Tracks your Net Promoter Score trends and analyzes customer loyalty patterns over time periods. This report points out changes and trends, in addition to providing recommendations!
Keyword Trend Reporting: (Coming soon!!) We'll show keyword usage with several hero metrics and allow filtering/manipulation for analysis.
Using Audiences to Filter Your Data
The NPS Touchpoint results are tied to your Shopify data (currently only works for Shopify stores), which means you can really drill into the data in more detail than the usual NPS results.
You're able to filter by items purchased, lifetime order count, assign revenue to responses, and so much more.
You can even filter based on the responses to other surveys ie. "Discovered Brand X on TikTok"!
Find out more about how to create those audiences here. All of your audiences will show in the reports (both usual PPS, and NPS!
Turning Insights into Action
Enable proactive outreach: You can set up automations and triggers to send happy customers to leave a review, alert your CX or support team of dissatisfied ones, and improve your relationship with all of your customers almost immediately through our Klaviyo integration, Shopify Flow, and many other integrations.
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 our many integrations and automated flows: 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.