Feedback and NPS

The Feedback and NPS page is where your visitors get to tell you, in their own words, what they think. The rest of the dashboard shows you what people do. This page shows you how they feel about it. It gathers two things: free feedback that visitors leave in a small box on your site, and answers to a short survey called NPS. Together they put real human opinions next to your numbers, so a drop in sales or a spike in returns comes with the voices that explain it.

Think of it like a suggestion box and a quick exit poll, both built into your site. The suggestion box catches whatever someone wants to say. The exit poll asks one simple question and turns the answers into a single score you can track over time. Read together, they tell you not just whether people are happy, but why.

What NPS means

NPS is a short survey that asks visitors one question: how likely are you to recommend us to a friend, on a scale from 0 to 10? That is the whole question. From the answers, leadmaps works out a single score, so you can follow it like any other number on your dashboard. Here is how the score is built, in plain terms:

People who answer 9 or 10 are your fans. They love you and would happily send friends your way.
People who answer 7 or 8 are in the middle. They are fine, but not excited.
People who answer 0 to 6 are unhappy. Something let them down.

The score is the share of fans minus the share of unhappy people, which lands somewhere between minus 100 and plus 100. A higher score means more fans than critics. You do not have to do this maths yourself. leadmaps turns the raw answers into the score for you, and it keeps every written comment that came with an answer, so you always have the story behind the number.

What you see

From top to bottom, the page is built from a few clear parts.

A page title that reads “Feedback and NPS”, with the date range you are looking at shown nearby, for example “Last 90 days” with the two calendar dates spelled out.
Your current NPS score, shown as one clear number for the range you picked, so you can see at a glance whether your visitors lean happy or unhappy.
A score over time chart. This shows your NPS as it moves across the date range, so you can see whether people are getting happier or less happy. A rising line is good news. A falling line is a warning to look closer.
A breakdown of the answers, usually showing what share of people are fans, in the middle, or unhappy. This tells you what is driving the score, because a score can stay flat while the mix underneath it shifts.
A list of individual responses. Each row is one person’s reply: their score, and the comment they wrote if they left one. This is where the real, unfiltered voice of your visitors lives. The free feedback people leave outside the survey shows up here too, so all the written opinions are in one place.

Read the single score for the headline, the chart for the direction, and the list of responses for the why.

How to read it

Start with the score, watch the trend, then read the comments to understand it.

Here is a worked example. Say you pick “Last 90 days” and you see an NPS score of plus 32, up from plus 20 the period before, on a chart that climbs gently. The breakdown shows 48 percent fans, 36 percent in the middle, and 16 percent unhappy. In the responses list, the fans write things like “love how fast it is” and “so easy to set up”, while several of the unhappy ones mention the same thing: “shipping took too long”.

What does this tell you? Your score is healthy and improving, which means more people are leaving as fans than as critics, and the trend is going the right way. The comments tell you why people love you (speed and simplicity), so keep those strong. They also point straight at your weak spot. Several unhappy visitors named the same problem, slow shipping, so that one fix would likely lift the score the most. A single low score is just one person’s bad day. The same complaint repeated across many comments is a pattern, and patterns are what to act on.

A good habit is to read the score and the comments together. The score tells you the temperature. The comments tell you the cause. Acting on the score alone is guessing. Acting on the comments behind it is fixing.

Customize it

You shape the page and the survey with these controls. Here is each one and when to use it.

When the survey appears (trigger rules). Decide what makes the NPS survey show up for a visitor. You might show it after someone completes a purchase, after they have visited a certain number of times, or once they reach a particular page. Use a trigger that catches people at a moment they can give a meaningful answer. Asking right after a good experience, like a completed order, tends to get more honest, useful replies than asking a first time visitor who has barely looked around.
How often it appears. Set how often a given visitor is asked, so the same person is not shown the survey again and again. Use a longer gap to avoid annoying loyal visitors who have already answered. A survey that pops up too often does more harm than the answers are worth.
Set the date range. Use the calendar to pick the period the page covers, such as the last 30, 90, or more days, or a custom start and end day. The score, the chart, and the responses update to match. Use a longer range so you have enough answers for the score to be steady, since a handful of replies can swing a short range wildly.
Scope to one website. If you track more than one website, narrow the page to a single site so its feedback is not mixed with the others. Use this when each site serves a different audience, or when you simply want one site’s score and comments on their own.

Use cases

Measure customer happiness over time. Set a longer date range and watch the score over time chart. Look for the direction more than the exact number on any single day. Action: if the line is falling, read the recent unhappy comments to find what changed, fix the most common complaint, and watch the score over the following weeks to see if it recovers.
Read what people say in their own words. Open the responses list and actually read the comments, both the happy and the unhappy ones. Look for the same idea coming up again and again. Action: if many people praise the same thing, lean into it in how you describe your product, and if many name the same problem, put that fix at the top of your list.
Find unhappy customers and follow up. Filter your attention to the low scores and read what those people wrote. Action: if someone left a low score with a specific complaint, reach out and make it right where you can, because turning one unhappy customer around often teaches you more than ten happy ones, and they may stay because you cared enough to respond.

Tips

The score is the headline, the comments are the story. A number on its own tells you the mood but not the cause. Always read the comments behind a score before you decide what to change.
One low score is noise, a repeated complaint is signal. Do not chase a single grumpy reply. Look for the same point made by many people, because that is the pattern worth fixing.
Ask at the right moment, not constantly. A survey shown right after a real experience gets honest answers. One that pops up too soon or too often annoys people and lowers the very score you are trying to measure.
Give the score enough answers before you trust it. A few replies can swing an NPS score a long way. Use a longer date range so the score rests on enough people to mean something.
A brand new site, or a survey that just went live, will show little here until visitors actually answer. The page reflects real replies, so give it some traffic and time. An empty Feedback and NPS page on a fresh site is expected, not a fault.