How to use the business insights dashboard to track leads and NPS

The Business section of the Insights dashboard in Customerly offers a powerful overview of your customer engagement through lead tracking and Net Promoter Score (NPS) analysis. Here's a step-by-step guide on how to make the most of these features.

To get started:

1. Navigate to the left-hand menu and click on Insights.

2. You'll be taken to the main dashboard. Click on the Business tab to access relevant data.

In the Leads section:

• Use the filters to set a time range and granularity (daily, weekly, or monthly).

• This allows you to visualize how many new leads and new users have joined your system over time.

• This straightforward metric helps you measure acquisition trends and campaign performance.

Understanding net promoter score (NPS)

NPS is a vital metric to understand customer loyalty and satisfaction. Here's how to use it effectively:

• At the top of the NPS dashboard, you can check if the NPS survey is currently active.

• You’ll also see the time frame filter, and the option to segment your audience:

  • Everyone

  • Users

  • Leads

You can go even deeper by filtering results based on:

• Campaigns

• Companies

• Tags

This helps you understand how specific user segments perceive your product.

Main NPS metrics

Here’s what you’ll see:

• Overall NPS score

• Trend graph showing how the score changes over time

• Average votes

• Total responses sent and received

These indicators help you gauge how engaged your users are and how likely they are to recommend your product.

• View NPS data by daily, weekly, or monthly.

• Scores are split into:

  • Promoters (scores 9–10)

  • Passives (scores 7–8)

  • Detractors (scores 0–6)

This breakdown gives clarity on where you stand in customer satisfaction.

Vote distribution

You’ll see a visual distribution of responses from 0 to 10, helping you identify:

• What drives high satisfaction

• Where the experience may be falling short, especially if there are many low scores (0–6)

Understanding these can help prevent customer churn and improve retention.

• Beneath the score data, you’ll find individual feedback left by respondents.

• Use the AI-powered summary tool to quickly review key insights across responses.

• You can also filter feedback by Promoters, Passives, or Detractors to focus on specific sentiments.

The Business Insights dashboard gives you a clear picture of how your customer base is evolving and how they feel about your service. Use this data regularly to:

• Track lead growth

• Monitor and improve customer satisfaction

• Respond to feedback and reduce churn

For a deeper understanding of NPS and how to act on the insights, explore our dedicated training resources or contact our team for support.