NPS Score

Deck automatically detects and analyzes Net Promoter Score (NPS) feedback from your customer conversations, giving you insights into customer satisfaction trends.

What is NPS?

Net Promoter Score is a customer satisfaction metric measured on a 0-10 scale. Respondents are classified into three categories:

• Promoters (9-10): Loyal enthusiasts who fuel growth
• Passives (7-8): Satisfied but unenthusiastic customers
• Detractors (0-6): Unhappy customers who can damage your brand

Your NPS score is calculated as: % Promoters - % Detractors (ranging from -100 to +100).

How It Works

Deck automatically:

1. Detects NPS feedback from your integrated channels (Slack, surveys, customer conversations)
2. Extracts scores and reasons using AI to identify NPS responses in free-form text
3. Links to themes by connecting feedback to product themes you're tracking
4. Generates insights with weekly AI synthesis of trends, patterns, and actionable recommendations

Enabling NPS Analysis

NPS analysis is automatically enabled when Deck first detects NPS feedback in your organization. You can also manually enable it in Settings → Organization → NPS Score Analysis.

When enabled, NPS feedback receives specialized analysis. When disabled, it's processed as regular insights.

Viewing Your NPS Dashboard

Navigate to Visualize → NPS Score to access your NPS dashboard with these sections:

Summary

• Overall NPS score and trend
• Response distribution (Promoters, Passives, Detractors)
• NPS over time chart with rolling 30-day windows
• Key insights on converting Passives to Promoters and winning back Detractors

Respondent Analysis

• Detailed breakdown by respondent type
• Score distributions within each category (shown only when synthesis data is available)
• Trending themes for each group

Detractors, Passives, and Promoters

Dedicated views for each respondent type showing:

• Percentage trends over time
• Top themes and concerns
• Individual feedback responses
• AI-generated insights specific to that group

When synthesis is still processing, you'll see a "NPS Synthesis In Progress" message. Synthesis runs weekly, with results typically available on Monday.

NPS Over Time Tracking

The NPS over time chart shows how your customer satisfaction evolves with:

• Rolling 30-day windows - Each data point represents your NPS score calculated from responses in the prior 30 days
• 7-day intervals - New data points every 7 days for trend clarity
• 3-month history - Default view shows the last 90 days of rolling scores
• Automatic date handling - Uses response dates when available, falling back to submission dates

This rolling window approach smooths out daily fluctuations and reveals meaningful trends in customer satisfaction over time.

Filtering Your Data

Use the date range filter to analyze specific periods:

• Last 7, 30, or 90 days
• All time

Linking NPS to Accounts

When NPS responses include email addresses or names, Deck automatically links them to your customer accounts from Salesforce, HubSpot, or other CRM integrations. This enables:

• Filtering by customer segment
• Tracking individual customer satisfaction over time
• Connecting feedback to account attributes

NPS Sources

Deck can detect NPS feedback from:

• PostHog - Automatically sync and analyze NPS survey responses from PostHog
• Slack messages - When customers share NPS scores in synced channels
• CSV uploads - Import existing NPS survey results
• Survey tools - Typeform, SurveyMonkey, Qualtrics, Hotjar, Sprig, Fillout
• Custom integrations - API imports from your own systems

PostHog NPS Integration

When you connect PostHog and sync surveys containing NPS questions (0-10 scale), Deck automatically:

• Detects NPS questions using both explicit question types and smart pattern recognition
• Imports scores and feedback - Both the numeric score (0-10) and any follow-up text responses
• Classifies respondents - Automatically categorizes as Promoters (9-10), Passives (7-8), or Detractors (0-6)
• Calculates NPS - Your NPS score is calculated from PostHog survey data
• Processes feedback - Follow-up text responses are analyzed by AI to extract themes and insights
• Includes in dashboards - PostHog responses appear in all NPS visualizations and insights
• Enables auto-sync - New responses are continuously imported and analyzed

Automatic NPS Detection:

Deck uses two methods to identify NPS questions in PostHog surveys:

1. Explicit detection - Questions with type "NPS" are automatically recognized
2. Pattern-based detection - Rating-scale questions are analyzed for NPS indicators in the survey name or question text (e.g., "How likely are you to recommend", "Net Promoter Score")

No configuration needed - just sync your PostHog surveys and Deck handles the rest.

Learn more about setting up PostHog in the PostHog Integration guide.

Weekly Synthesis

Deck automatically generates weekly NPS synthesis reports that include:

• Overall score trends and changes
• Top themes by respondent type
• Insights on what differentiates Promoters from Passives
• Recommendations for addressing Detractor concerns
• Score breakdowns and distributions

These synthesis results power the visualizations in your NPS dashboard.

Best Practices

1. Enable early - Turn on NPS analysis as soon as you start collecting NPS data
2. Review weekly - Check your dashboard regularly to catch trends early
3. Focus on Passives - Converting Passives to Promoters has the biggest NPS impact
4. Link to actions - Use Detractor themes to prioritize product improvements
5. Track over time - Use date filters to understand seasonal patterns and measure improvements