Why do you need an NPS dashboard?

What would be of your business without your customers? Not in the best place. Still, many companies overlook customer satisfaction because lack of visibility and hidden data. If your company cares about customer satisfaction, most likely you have run Net Promoter Score surveys to your customer base at some point.

We’re pretty sure that at your company, there are many requests from your Customer Success team asking for that “NPS Dashboard”. A dashboard that might live decentralized in the survey tool or your database, but in the “heat” of a management meeting nobody knows where it is.

Well, we are also pretty sure that we can help to find an evergreen solution to this kind of request. Been there, done that. Let’s see how we can make sure that your Customer Success team is able to look at the right Net Promoter Score chart and understand better how users are feeling about the product today, not next quarter.

You can watch our step-by-step video here:

Building an NPS chart the right way

There are a zillion other blog posts that explain over and over what NPS stands for, so we won’t waste your time explaining again what it is. If you made it this far, you have a solid understanding of it by now.

We’ll focus on answering well a couple of questions so your Customer Success team can start making decisions based on data:

• (The most obvious one) What’s our NPS today? But also, we want to see the monthly evolution of the Net Promoter Score over time to understand how certain events could have an impact on our customer satisfaction.
• From our customer base, who’s a Promoter and who’s not? Seeing the split and share of Promoters, Passives and Detractors can give your Customer Success team a great overview of how things are going. On top of that, you could have an updated table of those in case your agents want to contact Detractors and understand why they are not satisfied with the product.

With the right questions in mind, now it’s easy to bring them to life with Latitude.

Trust the process: Step by step

With Latitude, you’ll be able to build a Net Promoter Score dashboard in a matter of minutes. Mainly, because you just need to plug in your data sources and start querying right away. Latitude takes care of all connectors and pipelines so you can start exploring without worrying about building and maintaining the whole data infrastructure. Let’s see how it goes.

Sign up for a free Latitude account

It’s pretty obvious, right? But it’s also free and there’s no hidden commitment. Create your free account in Latitude now and start building your own data apps.

Connect your data source

In this case, let’s say you have your NPS data in your PostgreSQL database. But we have +100 connectors so we have you covered wherever you store your data. Just go to “Settings” -> “Data sources” and click on Add new data source. Complete the required information and you’re set up.

Create a data project

Once you have created a new data project and landed in a new canvas, drag and drop your data sources from the left menu. Unlike other platforms, with Latitude, you’ll be able to join data from different sources in the same data app. We don’t need it now as we have everything we need in our PostgreSQL.

Building the NPS dashboard

Now comes the fun part! The first chart we want to build is an evolution of our monthly NPS score over last year. Let’s create a new code block and simply ask our new AI Assistant to select the NPS scores and their months. From here, we just need to create a line chart, set it right and we got it!

Monthly NPS Score:

Depending on your industry this NPS would have a different meaning, but according to most global benchmarks you’d be okay, so let’s keep things positive to stay motivated. Now it’s time to see the split of your customer base, you definitely want to know which customers are promoters, passive, or detractors.

We just need to query our data source...

select 
    nps_type
from {{$1}}

And we can quickly create a bar chart:

NPS Type Split:

Quite even, that's interesting… We guess your Customer Success colleagues would like to have an updated list of your detractors and passive customers, so they can reach out and schedule some user interviews to understand what led them to that and extract valuable feedback for the product or service you’re offering.

That’s doable as well with Latitude, let’s select all the fields we are interested in:

select 
    email,
    first_name,
    last_name,
    nps_type,
    plan,
    active_user
from{{$1}}

And create a table from it that will be updated for your Customer Success team.

Wrapping up

And that’s pretty much it, you’ve just built your first data app with Latitude, without spending any extra time building connectors, storage layers, or data pipelines. Just by plugging in your data source, and directly building around it.

The last step is the most joyful one: sharing it with your Customer Succes team! Select all the blocks in your canvas and create a beautiful view so they can access the updated NPS charts whenever they want.

What are you waiting for? Build your first data app today, you can sign up completely free. No strings attached. We’d love to hear your comments and feedback so we can keep improving the product!

And if you need help building your first data app, we’ll be more than happy to assist you: until the end of this month, we’re onboarding startups to set up their data stack and build their data apps for free! Please reach out to us here.