Reports with incorrect data

Question

We've been analyzing our NPS reports where we ask our users a question from 0 to 10 about how much they would recommend our app to a colleague. Problem 1The intercom form only has a numerical answer, but when we export the exel data it comes up with the numerical value + this text ‘Not likely or Very likely’.-Could you solve this problem? (We're not supposed to have any additional information in the answer)Problem 2We also have a result of ‘0, 0, 0 ’ in exel which is also not visible in the intercom interface, only in exel reports.-In this case, does this answer count towards the NPS value or not?-Does this data affect the NPS count in the intercom interface?

Emilygav · Accepted Answer

Hey there ​@User1594, Emily here from Support Engineering at Intercom 👋🏼Problem 1: When analyzing your NPS reports and encountering the issue of numerical values being exported with additional text like 'Not likely or Very likely,' it seems there might be a misunderstanding in how the data is being processed or displayed. Intercom allows you to store numeric responses from surveys, such as NPS, as number attributes. This means that the numerical value should be what is stored and exported. If you're seeing additional text in your exported data, it could be due to the way the export function is formatting the data, or it might be an issue with the survey setup.To resolve this, you should check the survey configuration to ensure it's set up to capture only the numeric value. If the problem persists, it may be necessary to look into the export settings or the process you're using to generate the Excel file.Problem 2: This could again be a formatting or data processing error. It's not clear if this would count towards the NPS value or affect the NPS count in the Intercom interface, howevertypicallyonly visible and properly formatted responses should contribute to the NPS calculation. If you're encountering invisible or improperly formatted data in your export, it's advisable to investigate the data processing steps to ensure accuracy in your NPS reporting.

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