Why did my NPS score swing in Refiner?
The Refiner help pages give 3 common reasons. The first to rule out: When only a few responses come in, the score can move a lot without customer sentiment really changing.
What causes it?
When only a few responses come in, the score can move a lot without customer sentiment really changing.
In the Refiner help:
A significant change in NPS based on only a few responses may not represent a meaningful shift in customer sentiment.
NPS Chart, read 2026-11-12.A chart that includes NPS questions from more than one survey combines all their responses into one score.
In the Refiner help:
Responses from all selected questions are combined when calculating the score and distribution.
NPS Chart, read 2026-11-12.A chart can use its own filters instead of the dashboard's, so two charts can show different scores for the same period.
In the Refiner help:
You can override the dashboard filters in the individual chart settings.
NPS Chart, read 2026-11-12.
How do I check it myself?
Look at how many responses sit behind the score before reading much into a change.
In the Refiner help:
Review the response count alongside the score when interpreting changes.
NPS Chart, read 2026-11-12.Check which NPS questions a chart includes, since only compatible NPS questions should share one chart.
In the Refiner help:
Only compatible NPS question data should be selected for the same chart.
NPS Chart, read 2026-11-12.
How does Refiner work with Feder?
- Connect Refiner to Feder and it joins your Experience apps.
- When you connect Refiner, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Refiner, one of your Experience apps. Feder only reads. It never changes anything in Refiner.
What else goes wrong with these numbers?
- Why did my survey responses drop in Refiner?Refiner
- Why did my Refiner survey views drop?Refiner
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Refiner help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.