How to understand the comments behind an NPS score
NPS comments explain why respondents gave their ratings. Analyzing that text can reveal experiences behind the score and help teams decide which questions to investigate next.
Start with the right material.
- What you provide
- a visible NPS report with scores and comments.
- The intended result
- Summarize comment themes by supplied score group without inventing missing scores.
How the workflow works.
Keep each comment attached to its supplied rating and identify the reasons the respondent actually mentions. Separate stated problems from proposed explanations that the text does not establish.
What to check in the result.
Reconcile any counts with the selected responses and preserve mixed feedback. Comments alone do not provide the full survey's NPS unless the required rating data and calculation basis are supplied.
Preview the Markdown to check headings, lists and links as well as the words. Keep source references with the document so a reviewer can trace important statements back to the material you supplied.
Learn from the worked example.
The downloadable Markdown example shows one possible organization of the result. Read it alongside the source example and notice which statements are recorded facts, proposed wording or questions still needing an answer.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.