One of the most loved features of Kapiche is our ability to help you identify the impact that specific themes are having on your overall Net Promoter Score and/or overall Sentiment Score.
For those curious; here's the formula we use to calculate these insights:
- First, we look at what your overall Net Promoter Score or Sentiment is when factoring in all of your records
- Then, we look at what your Net Promoter Score or Sentiment would be if the responses which belong to a specific theme did not exist
- The difference between the current NPS or Sentiment and the theoretical NPS or Sentiment is your Impact Score!
If your overall NPS when factoring in all of your themes is 100 and it drops to 90 when we remove all of the responses relating to <Theme X>, then your NPS has dropped by 10 points, meaning that <Theme X> is having a +10 impact on your overall NPS.