How the NPS score is calculated
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are not included in the calculation — they are mathematically ignored but analysed separately.
NPS = % Promoters (scores 9–10) − % Detractors (scores 0–6)
Example: 60% promoters − 15% detractors = NPS of +45. The score ranges from −100 (all detractors) to +100 (all promoters).
| Segment | Score given | Profile |
|---|---|---|
| Promoters | 9 – 10 | Enthusiastic, loyal customers likely to recommend |
| Passives | 7 – 8 | Satisfied but not engaged, vulnerable to competition |
| Detractors | 0 – 6 | Dissatisfied, at risk of churn and negative word-of-mouth |
Reading the main dashboard
The large score displayed on the dashboard is the NPS calculated over the selected period. Cortex Voice also shows a confidence interval (e.g. +42 ± 8) indicating statistical precision based on the number of responses collected. The more responses, the narrower the interval.
The donut chart shows the proportion of each segment. Pay attention to the passive-to-detractor ratio — a high volume of passives represents significant conversion potential. A targeted nurturing program can convert 20 to 30% of passives into promoters within 90 days.
The line chart shows NPS evolution over the past 12 months (or the configured period). Look for significant inflection points — a sudden drop often coincides with a product change, a service incident or a price increase. Cortex AI automatically annotates detected breakpoints.
Interpreting the industry benchmark
Cortex Voice permanently displays your industry benchmark alongside your score. This benchmark is calculated from aggregated, anonymized data from Quebec SMBs in your industry.
| Interpretation | Position vs benchmark | Action priority |
|---|---|---|
| Behind | Score < benchmark − 10 pts | High — urgent detractor program |
| Average | Score ± 10 pts of benchmark | Medium — continuous optimization |
| Leader | Score > benchmark + 10 pts | Low — maintain and capitalize |
An NPS score based on fewer than 20 responses is statistically unreliable. Cortex Voice displays a reliability warning below this threshold. Do not make significant strategic decisions based on a score calculated from fewer than 30 responses.
Analysing verbatims
Dashboard → Verbatims tab. Text responses are displayed with the associated score, date and segment (promoter, passive, detractor). Filter by segment to read verbatims from a specific group.
Cortex AI automatically groups verbatims by theme (product quality, customer service, pricing, delivery times, communication, etc.) and indicates the frequency and tone of each theme. Themes shown in red are highest priority — they concentrate the most frequent dissatisfactions.
Combine filters to refine your analysis:
- Period — compare two quarters to measure the impact of a change
- Segment — read only detractors to identify causes of dissatisfaction
- Theme — isolate all verbatims mentioning a specific topic
- Exact score — filter by score (e.g. only 0s and 1s) to detect crises
Verbatims → Export button → CSV or PDF. The CSV export includes all columns (score, date, segment, Cortex AI theme, raw text) and can be imported directly into your CRM or shared with your team.
Automated reports
Cortex Voice generates three types of exportable reports from the Reports tab:
- Summary report — NPS, breakdown, trend, top 3 themes. PDF format, ideal for leadership.
- Detailed report — All verbatims with complete thematic analysis. CSV format.
- Comparative report — Two periods side by side with NPS delta and theme evolution.
Key takeaways
- NPS = % Promoters (9–10) − % Detractors (0–6). Passives (7–8) are not included in the calculation
- Wait for a minimum of 30 responses before interpreting — Cortex Voice displays a reliability indicator
- The industry benchmark is displayed automatically alongside your score
- Themes shown in red in the Cortex AI analysis concentrate the most frequent dissatisfactions — address them first
- The verbatim export (CSV) includes Cortex AI thematic analysis for each response