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Haven't seen this post earlier, but I worked on the system this chart comes from. Few remarks: - The categories are ordered this way because business people wanted it this way - the area to focus on was the one with most negative comments. - The chart doesn't have much to do with NPS, but the first thing a surveyed person does is answering the NPS question and choosing score on a 0-10 scale. So it measures NPS (see the link, it lists NPS score as 23%) It also allows (but does not require) respondents to mark some categories as "good" or "bad" (green/red) and provide comments. This allowed the mentioned chart to be created, but also some additional analysis - e.g. estimating what would the NPS score be for various categories (I don't remember the details anymore).
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Oct 18, 2014