An NPS is calculated using this formula:

Net Promoter Score = % of customers who gave a score of 9 or 10 (Promoters) minus % of customers who gave a score of 6 or less (Detractors). The resulting score ranges from -100 (all customers have scored you 6 or less) to +100 (all customers have scored you 9 or 10).

To access the gauge, use this URL:

https://app.cio-pulse.com/nps-gauge?cpc={your Client Portal Code}

You can use any of the following parameters, prefixing each parameter name with a &.

These parameters define the entity you want to view the NPS for:

• rgid Optional. Displays the NPS for the Team or Department with this Support Group Code. When omitted, the gauge will display your overall NPS.
• sgid1 Optional. Displays the NPS for this Customer Segment 1. Can't be used if rgid or sgid2 specified.
• sgid2 Optional. Displays the NPS for this Customer Segment 2. Can't be used if rgid or sgid1 specified.
• combine  Optional.  Works in conjunction with the rgid parameter. When y, displays the NPS based on all surveys received for the Department specified with rgid and the Teams that belong to that Department. When n, displays the NPS based just on the surveys received for the Department. This parameter is ignored when rgid specifies a Team rather than a Department. Defaults to n. You can learn more about how the combine parameter works, in this article.

These parameters control the appearance of the Gauge:

• explain  Optional.  When y, displays text underneath the gauge (scroll down) that explains how and NPS was calculated. When n, no text is displayed under the gauge. Defaults to y.
• sendto Optional. Specify who to email the corresponding survey report to (scroll down below the gauge to see the survey report link) - admin, lead, select or an authorised email address, e.g. [email protected].  See below for a more detailed explanation.

These parameters define the period of time you want to view the NPS for:

• 30d Optional. This parameter requires no value. Shows the NPS based on surveys received in the last 30 days (30-Day NPS).
• eom Optional. This parameter requires no value. Displays the NPS based on all surveys received in the previous calendar month.
• period Optional. Display the NPS for the specified month, e.g. period=2019-11.  Cannot be the current month.
• fromperiod and toperiod Optional. Used to display the NPS based on all surveys received in this period range, e.g. fromperiod=2019-01&toperiod=2019-06. The range cannot include the current month.

When explain=y is used in the URL, you can scroll down to see some additional information:

1. The Net Promoter Score and the period it is based on.
2. Shows the numbers used to calculate the Net Promoter Score.
3. The Error Margin and resulting 95% confidence interval (range). The larger the number of responses, the narrower this range will be and the more accurate (dependable) the Net Promoter Score.  Fewer responses result in a bigger Error Margin and larger range and vice-versa.  You can read this article for a quick explanation of confidence intervals in a Net Promoter context.
4. The date/time that the displayed Net Promoter Score was calculated.
5. Enables you to email a report of all the survey responses that were used to calculate this Net Promoter Score to a specific person. When sendto=select, a dropdown list of authorised recipients will be shown. Otherwise, a hyperlink will be shown. This hyperlink will vary depending on the sendto parameter used in the URL (see the explanation of this parameter above).