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Documentation Index

Fetch the complete documentation index at: https://docs.insito.app/llms.txt

Use this file to discover all available pages before exploring further.

Net Promoter Score (NPS) is the canonical metric for “would you recommend us?” surveys. Insito implements the standard formula — nothing custom.

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The formula

NPS = %promoters - %detractors
Where each response (0–10) buckets as:
ScoreBucketConventional reading
0–6DetractorUnhappy. Will likely churn or actively recommend against you.
7–8PassiveSatisfied but not loyal. Easy to lose to competitors.
9–10PromoterLoyal advocates. Worth their weight in retention.
The output is a number from -100 (every respondent is a detractor) to +100 (every respondent is a promoter). The benchmark for “good” varies wildly by industry — SaaS averages around +30, mobile apps around +10–20 depending on category.

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What Insito shows

Open any survey with an NPS question in the dashboard → Analytics tab → you see:
  • Current NPS — the score across all responses.
  • NPS over time — line chart with daily/weekly granularity.
  • Distribution bar — bucketed promoter/passive/detractor percentages.
  • Response count — for context (NPS with n=5 is noise).

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Multiple NPS questions per survey

If a survey contains more than one NPS question, each is scored independently. The dashboard groups them by question text so you can compare “would you recommend us” vs. “would you recommend this feature” side-by-side.

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When NPS lies

Be careful interpreting NPS in these cases:
  • Sub-30 responses: NPS swings wildly at low n. Wait for at least 50 responses before treating the number as a real signal.
  • Selection bias: Triggers that fire only on happy-path moments (e.g. successful checkout) inflate NPS by ~10–15 points relative to a broader population.
  • Frequency: A user who saw the survey 5 times in 6 months will score lower the 5th time than the 1st, even if their sentiment is unchanged. Trust the throttling default.

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Raw access

If you want to compute custom analytics, export the raw responses via the API: 
curl -s https://api.insito.app/v1/dashboard/projects/:projectId/responses \
  -H "Authorization: Bearer $JWT" \
  | jq '.[] | {createdAt, answers}'
Each NPS answer comes back as { type: "nps", value: <number 0–10> }. See Dashboard endpoints.