Customer Experience & NPS Dashboard

Written automatically from the period you have selected. Every card states the number it is based on, so you can check it against the tables below.

NPS = % Promoters (score 9–10) minus % Detractors (0–6). Passives (7–8) count in the base but not the score. Range −100 to +100.

Sorted by how many responses each site received. Click any column heading to re-sort. The change column compares this period against the period of the same length immediately before it. Sites with too few responses to be reliable are marked, and their score should be read as a rough indication only.

This table ranks every part of our service by how much fixing it would improve our score. The last column is the one to act on: it estimates how many points we would win back if nobody were unhappy with that part of the service any more. Bigger number, bigger prize.

Anyone who answered "Not applicable" is left out completely. If you never used the courier service, your opinion of it is not counted for us or against us.

Each row is a part of our service and each column is a site. Every cell answers one question on its own: of the people at that site who actually used that service, what share said they were not satisfied? Darker means worse, and the worst services are at the top. The small figure inside each cell is the count it comes from.

The numbers are not meant to add up to 100% in any direction. They are not slices of one pie. Every cell has its own separate group of people, because different customers use different services. At Victoria Island, for example, nearly everyone has a view on urgent results, but only the customers who had a sample collected by courier can rate the courier. So each cell is a percentage of the people in that one cell, never of the site's total responses. The response count under each site name is the site total, and it is there for context only.

A blank cell means fewer than 5 people at that site used that service, which is too few to put a number on.

NPS by segment, not headcount by segment. A segment's bar tells you where it sits between −100 and +100; the number in brackets is its base size.

Every written answer is read: both the complaint box and the suggestions box, which is where most written feedback actually lands. Non-answers ("Nil", "N/A", a bare email address) are filtered out. One comment can carry more than one theme, so theme mentions add up to more than the comment count.

Hospitals, clinics and corporates that named themselves on the form and returned more than one response. A poor score here puts a whole referral stream at risk, not one visit, so it is worth more attention than a single unhappy walk-in.

Generated from the numbers on this page for the selected period. Each one names the owner and the figure it is based on.

Shown so that anyone reading the dashboard can see what was cleaned and what remains uncertain.