How to analyze NPS comments with Appbot

You can now use all of Appbot’s clustering tools, including Sentiment, Topics, Custom Topics and more, to analyze NPS comments. To analyze your NPS responses with Appbot you’ll need to have your NPS data contained within a CSV file.

Why use Appbot to analyze NPS comments?

NPS scores are really useful in showing you broad trends in how your customers think you’re performing. However, if you want to get maximum value from your NPS surveys you need to dig deep into the comments users make. NPS comments often contain important feedback on your product, pricing, customer service, UX and more.

In short, the NPS score can tell you how you’re doing in the market. The comments explain why you’re getting that score and help you spot ways to improve.

Analyzing your NPS responses with Appbot can help you understand:

  • Trends in Sentiment towards your product or service
  • Which Topics are being mentioned the most often
  • How your customers Compare you to competitors

These deep insights into how customer’s feel really help to surface opportunities for improvement and growth.

Use Appbot to analyze NPS comments alongside app reviews, support tickets and more, to get a holistic ‘Voice of the Customer’ view about your product or service.

Uploading NPS CSVs To Appbot
  1. To upload a CSV to Appbot, login to your Appbot account and navigate to the Manage Sources page from the top navigation.
  2. Click ‘Add New Source’.
  3. On the Adding New Source page, click ‘CSV Import’.
  4. From here, clicking ‘Add New Source’ in the top right-hand corner will open a dialogue box in which you’re able to enter the:
    Icon URL (if you wish to have an icon for your custom data set)
  5. Finally, check the ‘NPS Score (0-10)’ button.
  6. When you’re ready to go, select the green ‘Create Data Source’ button. 
  7. Now it’s time to import your NPS data set. Click on the grey Import CSV’ button.
  8. From there, you’ll be redirected to the Import Source page where you can import your NPS CSV file. Just select Choose File’, and locate your NPS CSV.
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  9. In order to ensure the fields are imported correctly, you must map your columns of data to the header fields in Appbot. The Unique ID and the Published Date are required fields, but the other fields can be mapped to your requirement.
  10. If your import already contains headers, you can select to toggle on CSV Contains Header which will take that into account when importing your data set.
    *Important: If you have many columns being imported that you may need to scroll across to the right in order to see and map all of them.
  11. Once this is complete, you will be able to review the rows being imported in the summary box at the bottom of the page. When you’re happy with the mapping, select Start Import’ and your data will begin uploading.
  12. After your data has finished importing you will see the following screen, notifying you of its completion.
    *Note: Any lines containing errors will not be uploaded, you’ll need to fix the errors and re-upload the file.
  13. Once you’re happy with your data set, select Finish’.text mining

You’ll now be able to start browsing your data in Appbot! You can find your NPS data set under the Filters when working in the Explore Tab. Simply toggle to your NPS data set to view the Appbot analysis of your NPS data.

We also offer integrations to analyze the sentiment of your Zendesk tickets and Twitter posts.

Feel free to contact us at with any questions about importing custom data sources or check out our FAQ section here.