When you’re analyzing quantitative survey data for the first time, it can be hard to tell whether the numbers are as good (or bad) as they seem.įor example, you might learn that your landing page's conversion rate is 12%, which seems low. Use benchmarking to compare your data with industry averages or with your previous results There's no need to go through the process of manually calculating your NPS: Hotjar automatically calculates your Net Promoter Score® and gives you a visual breakdown in your survey response tab. For a more detailed breakdown, read our guide for calculating your NPS. Note: you can also find your score using our handy (free) NPS calculator tool.
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NPS is represented as a number between -100 and +100 and is considered a practical gauge of customer satisfaction and loyalty. However, it’s typically calculated using a different method: How to calculate your Net Promoter Score®:Īdd up the promoters (those who scored 9 and 10)Īdd up the detractors (those with responses 0 to 6)Ĭalculate the percentage by dividing the number of promoters by the total number of responsesĪpply the NPS formula: percentage of promoters minus percentage of detractors When you ask customers how likely they’d be to recommend your product or service (on a 0-10 scale), you can use the responses to calculate your Net Promoter Score® (NPS). Calculate your Net Promoter Score® using a simple formula Note: there's some debate about using averages to analyze scales, but we'll leave it up to you to decide whether the method will work for your survey analysis. Using the mean gives you a figure representing the typical response, which is helpful if you want to compare how customers’ responses to the same question are changing over time. You can calculate it by adding up all the scores and then dividing the total by the number of responses. The mean is what we generally refer to when we say ‘average’. Select a blank cell, type =MODE into the formula bar, then select the cells containing the individual responses from survey data. You can calculate mode in a spreadsheet with the MODE formula function. Mode represents the most common answer that appears in a set of data and can give you a quick snapshot of which rating on the scale respondents chose most often. a 1-7 rating), there are two other easy ways to analyze the data: 1. If your scale involved numerical responses (e.g.
Then, after you've collected actionable survey data from relevant audience segments, your next step is to decide which kind of survey analysis to perform.Ī BAR CHART SHOWING HOW RESPONDENTS ANSWERED A QUESTION USING A FIVE-POINT SCALE With a clear understanding of the information you need, you can decide which questions to ask and determine how to conduct your survey. What type of survey would best achieve this? When and where should we ask them about it? Which customer segments can give us this insight? What’s the one problem we need to solve, or the one question we need to have answered, above all else? And to know what the right survey questions are, you should start at the end and establish clear goals.
To get meaningful user feedback, you need to ask the right survey questions. The golden rule of surveys: start at the endīefore we get stuck into survey data, let's look at the big picture: while understanding traditional metrics and statistics can be helpful for analyzing survey results, the real key isn’t analysis-it’s planning. How to avoid jumping to the wrong conclusions We cover:ħ steps to analyze survey results from scratch This article looks at the different methods you can use to analyze and make sense of your survey results. And how do you extract actionable insights that help you improve your product or service for your users?
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