Freshdesk Customer Success captures the entire NPS history of an account which you can view at the account details - NPS history tab for each individual response details.
NPS Dimensions & Metrics
Freshdesk Customer Success reports two account NPS dimensions and one account NPS metric:
NPS (calculated) - Dimension
The NPS score (-100 to +100) is the % of Promoters minus the % of Detractors using the latest response from each distinct user that was submitted in the last 90 days.
NPS Response (avg) - Dimension
The average of all individual responses submitted over the past 90 days from the latest NPS response.
The current "NPS Score Range" option in the health score is based on the "NPS Response (avg)" dimension.
NPS Responses - Metric
The raw scores submitted from individual users of an account with a timestamp as the submission time.
Update NPS History
You can update the NPS history of an account via the following methods:
3rd party integration, such as Asknicely, Wootric, Promoter.io, etc
Account REST API using the current_nps_score property
Direct update within the Natero UI
To set an account's current_nps_score via the API, you can attach a user to each NPS response when sending NPS updates as a list of history items. On each NPS entry update, the account's current avg score is updated and calculated as the average of all the scores submitted within 90 days of the latest response.
To add NPS responses manually within the UI, go to the "NPS History" tab of an account details page, click "Add NPS Entry" on the top right and add NPS response details. This will also update the account's current avg score accordingly.
Each time an NPS response is added (via integration, API or manual update) we save that data point + timestamp as a history for that account which you can report and aggregate using the NPS Responses metric.
For example, if you ran an NPS survey on 4/14/21 and received 3 responses for an account on 4/15/21, we'll capture the score for this account based on those 3 responses with the timestamp 4/15/21. Later you decide to modify the account's current NPS score on 4/18/21 manually, it'll save that score for this account with the timestamp 4/18/21. But if later on 4/20/21 you received a new score submitted from a user of this account, the current NPS score for this account will be updated based on the score submitted on 4/20/21 and the previous 3 users-submitted scores submitted on 4/14/21 with a new timestamp 4/20/21.