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christopher_sanderson
christopher_sanderson
Helper ⭐️⭐️
April 15, 2016

True NPS calculation and NPS Widget

  • April 15, 2016
  • 41 replies
  • 673 views
This is a two part idea:

1. We need a true NPS calculation.  The way Survey's does this currently, it takes the average of responses across a Customer and gives you a 0-10 score.  However, NPS should actually be %Promoters - %Detractors.  "The current NPS 0-10 score is misleading" (direct quote from a customer).

2. For the Widget in the Summary Section, it would be nice if we could add a time option for it.  Allow a customer to choose if they want the true NPS calculation (which we create from above request) to represent ALL Time, Last 30/60/90/180/365 days, etc.  This way, they can truly reflect what they consider to be the NPS of the account.

      41 replies

      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      April 18, 2016
      1.  We calculate NPS in the NPS Surveys tab using % Promoters - % Detractors NPS but not on the C360 page.  This was due to the assumption that many customers would not have a sufficient number of responses per account to allow for a valid NPS and that .  
      2.  Allowing an option is an approach that would allow each customer to pick the right approach for them (dependent on respondents per account)
        christopher_sanderson
        christopher_sandersonAuthor
        Helper ⭐️⭐️
        April 19, 2016
        Having an offline conversation with Tracy, Gaurav, Marie, and Praneet.  What you said in #1 was mentioned.  I think we agree that it is a legitimate concern.

        However, I also agree and suggested your number 2.  We should provide both options, and allow customers to turn it on or off based on their needs.  Even if it is an all on or all off situation, at least they can make that decision.
        jeffrey_coleman
        jeffrey_coleman
        Helper ⭐️
        April 26, 2016
        Wanted to echo this from the client side. It was a real shock to see a gauge that says NPS and a number that clearly wasn't the NPS score. One of my clients shows a 9.07 on the gauge which is nice, but isn't the same as the NPS of 63.

        While we're on the subject... that panel in the 360 takes up a whole lot of space as the response count grows. It would be nice to see that reworked to summarize the data and allow the CSM to dig in if desired, rather than presenting everything.
          jason_graham
          jason_graham
          Contributor ⭐️
          June 23, 2016
          Has anyone come up with a good workaround to this to show an individual customer's NPS in the 360 view?  I'm implementing Gainsight now and am very surprised to run into this problem.  
          steve_margulis
          steve_margulis
          Contributor ⭐️⭐️
          September 27, 2016
          Above and beyond the original poster's suggestion, I would like to free the NPS engine from behind the curtain. Gainsight has an NPS calculator built in, but it there is very limited filtering (by role, by customer/user). I would like to calculate NPS by a variety of filters including date range, by region, by industry, etc. I understand that Reporting 2.0 allows me to filter to get an average NPS, but not a true %Promotors - %Detractors calculation.
            smorrisgainsightcom
            smorrisgainsightcom
            Helper ⭐️⭐️⭐️
            September 27, 2016
            Hi Jason:

            Totally understand the need to see the true NPS score on the 360.  There's a way to do it but would require SFDC formula fields on the Customer Info object and a rule.  Are you open to creating a few fields and a rule to populate this data?  If so, let me know and I'll set up some time for us to connect offline.

            Thanks
            nora_soza
            nora_soza
            Helper ⭐️
            September 27, 2016
            @Scott -- We would be interested as well. Feel free to ping me directly to schedule some time!
            smorrisgainsightcom
            smorrisgainsightcom
            Helper ⭐️⭐️⭐️
            September 27, 2016
            Awesome!  I'll reach out and schedule some time.  Just so I can prepare the best solution, are you hoping to see true NPS all time?  Or based on a date range (i.e. true NPS this quarter)?  
            nora_soza
            nora_soza
            Helper ⭐️
            September 27, 2016
            Date range -- likely annually, but potentially for the past 2-years.
            jason_graham
            jason_graham
            Contributor ⭐️
            September 28, 2016
            Thanks Scott.  We did something similar by creating fields on the account object and calculating the score per customer outside of Gainsight.  We're able to populate NPS per customer onto the 360 summary and into the scorecard using that field.  

            However, if GS has the ability to do the calculations themselves, then we could conceivably analyze NPS by segment, theater, cohort, etc and so it would be very useful to understand how this is done.  So yes!  Love to grab some time and discuss.  Thanks for the offer.  
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