Overview

Analyzing survey and Net Promoter Score (NPS) results provides a clear pulse on candidate and client experiences. With insights organized into four distinct data stories, you can uncover meaningful patterns and trends to drive actionable improvements.

This dashboard is powered by Surveys 2.0 and ensures NPS calculations are based on combined data inputs from multiple primary data sources.

The dashboard is designed to hold data from both Journeys and Workflows. It will calculate the NPS based on the data provided by both sources. The objective is to find the NPS using combined data, not only data from specific individual sources.

Candidate and Client NPS

The Candidate NPS and Client NPS dashboards are identical in structure but display different data, respectively. Both are designed to showcase key aggregate metrics, detailed visualizations, and actionable tables, enabling you to analyze responses effectively.

Aggregate Metrics (Tiles)

For each dashboard, you will see:

• NPS Score: The overall Net Promoter Score. 
        Note: The NPS score is rounded off to the nearest value.
• Promoters: Count of respondents who rated 9 or 10.
• Passives: Count of respondents who rated 7 or 8.
• Detractors: Count of respondents who rated 0 to 6.

Channel Engagement Section

The Channel Engagement section provides a comprehensive overview of user interactions with survey messages across various communication channels.

This applies to both Candidate NPS and Client NPS. The only diffed as spam. This does not apply to SMS.

Spam Rate: Percentage of delivered emails marked as spam.rence is that the recipient type is candidates or clients.

This section displays various metrics and their corresponding rates for each stage, helping you assess overall performance.

Metrics by Channel:

For metrics such as Candidate NPS or Client NPS, the funnel applies intelligent filters to ensure accuracy. It only includes events that:

• Have an associated survey,
• Contains an NPS question, and
• Are sent to a candidate (for Candidate NPS) or a client (for Client NPS).

This focused filtering ensures that you're seeing engagement performance specific to your feedback programs, not general outreach.

Engagement Tab & Line Chart View

The Engagement tab in the charts section will display the same metrics mentioned in the Channel Funnel section.

• When the Engagement tab is selected, the Entity Filter will be disabled.
• The Date Filter will be applied to the charts and funnel metrics based on the Sent date.
• By default, the following four engagement charts will be enabled: Sent, Delivered, Bounced, and Responded. The other eight metrics can be enabled by the user.

You can toggle to the Engagement tab to see the same funnel data displayed as a line chart. This view helps you analyze engagement trends over time—such as delivery drop-offs or open rate fluctuations—making it easier to identify issues or opportunities at each stage.

Engagement chart:

NPS chart:

NPS Comparison Metrics

The NPS metrics display a comparison to the previous period, showing whether there was an increase or a decrease. The comparison will be shown as a percentage below the main metric.

Here are the comparison rules based on the selected date filter:

• If Last 7 days is selected in the date filter, the system compares it with the previous 7-day period.
• If Last 30 days is selected in the date filter, the system compares it with the previous 30 days period.
• If Current year is selected in the date filter, the system compares it with the current year.
• If the ‘last year’ (example: 2024) is selected in the date filter, then show the comparison from the year before that (2023).
• Custom Range: Hide the comparison.

Important Notes for Channel Funnel:

• Candidate NPS Tab: This tab displays only candidate data. The Responded metric and rate will reflect the number of candidates who responded to the NPS questions.
• Client NPS Tab: This tab displays only client data. The Responded metric and rate will reflect the number of clients who responded to the NPS questions.

Data Table

A Data Table is available, including these columns:

• Candidate Name / Client Name: Displays the candidate or client name based on the tab selected.
• Email: Displays the email of the candidate/ client.
• Phone: Displays the candidate/client's phone number.
• Previous NPS: NPS from the previous survey.
• Current NPS: Most recent NPS.
• Change: Indicates whether the NPS increased, decreased, or stayed the same.
  • Increased: Current NPS > Previous NPS
  • Decreased: Current NPS < Previous NPS
  • No Change: Current NPS = Previous NPS
  • N/A: No previous NPS available.
• Previous NPS Time: Displays the time in the agency’s timezone.
• Current NPS Time: Displays the time in the agency’s timezone.
• Source: Displays if the source is a Journey or a Workflow.
• Source Name: Displays the name of the Journey or Workflow.
• Survey Name: Displays the latest Survey name for Workflows and Touchpoint name for Journeys.
• Entity Variables: You can add one or more entity variables as columns. Follow these steps to add entity variables to your view:
  1. Click the Edit table columns icon and then click Entity Variable.
  2. Select the variables you want to add as columns. You can select multiple variables at once.
  3. Click Save to apply your changes.
     

When you click on a candidate’s/ client’s name, you are redirected to the People page, from where you can view details about the candidate.

Time filter

The time filter allows you to narrow down your data by selecting a specific time range. You can choose from various preset time frames or use the Custom Time option to select specific dates from the calendar.

Filters

Source

The Source section allows filtering the data by the process that generates the score. 

It is divided into three categories as follows:

All workflows and journeys

Displays data from all the workflows and journeys.

Workflows

Allows filtering the data by specific workflow IDs. Selecting a workflow updates the dashboard to show metrics only for responses generated by that workflow.

Checking the Show all workflows option displays data from all available workflows.

The Select Workflow searchable dropdown allows you to choose a specific workflow. Once a workflow is selected, you can further refine the filter by selecting a specific node from the Select Node(s) within that workflow.

You can also Add workflow or Clear the current workflow selection. The following filters allow you to further refine your search.

Select Surveys: Allows filtering by specific surveys. Selecting a survey updates the dashboard to show metrics only for responses generated by that specific survey. 

Select Workflow Category: Allows filtering by predefined workflow categories.

Journeys

Allows filtering the data by specific journey IDs. Selecting a journey updates the dashboard to show metrics only for responses generated by that journey.

Checking the Show all journeys option displays data from all the available journeys.

The Select Journey searchable dropdown allows you to choose a specific journey. 

Once it is selected, you can further refine the filter by selecting a specific touchpoint from the Select Touchpoint(s) within that journey.

The following filters allow you to further refine your search.

Sent From: Allows filtering by the email address or sender of the survey.

Business Goal: Allows filtering by a predefined business objective.

Lifecycle Stage: Allows filtering by a specific stage in the customer/candidate lifecycle.

Category: Allows filtering by a journey category.

Filters

The Filters section allows for granular refinement of the NPS data based on communication details and status.

Filter Category	Functionality & Demonstration
Channel	Select Channel: Allows filtering by the communication method used for the survey, such as Email and SMS.
Status	Select Status: Allows filtering by the current status of the survey distribution, such as Active and Inactive.
Recipient Type	Select Recipient Type: Allows filtering by the type of recipient, such as Candidate, Client Contact, or Internal Employee.

Entities

The Entities section allows filtering and segmentation based on the attributes of the targeted individuals.

Dashboard Actions

By applying these filters, you can refine your analysis to identify patterns associated with specific groups or time periods.

Interactive Charts and Controls

The interactive charts offer a dynamic view of how the NPS score, percentage of promoters, passives, and detractors evolve.

You can click on a chart to explore more data and also add the following filters to make the chart more detailed:

• NPS vs Time: Displays the NPS against time.
  • Entity Filters in Charts: You can add entities to compare with the NPS and customize the chart view further. Here is how you can do it:
    1. Click the icon on the chart.
    2. Select the entity you want to compare with NPS. You can select multiple entities and view up to 10 items at a time. If you add more, the oldest/ first item will be replaced.
    3. Click Done.
    4. You can further Edit the fields by clicking the edit icon adjacent to the entity.
• Time Filter in Charts: Switch between daily, weekly, monthly, and quarterly based on the time filter selected within the chart.