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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.

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      jeffrey_coleman
      jeffrey_coleman
      Helper ⭐️
      September 28, 2016
      The problem with any rule-based calculation is that it only works on the single dimension that you're running it against. So if you want to view the data by region and then the same data by product or CSM or product... each of those are separate calculations. (Shameless plug: the presentation I did at Dreamforce last year covers this concept and shows some of the power of being able to slice your data in this way.)

      A solution you can try to implement is to put a "NPS Normalized" field on the NPS response object. You set up a set of field updates that trigger based on the Promoter/Passive/Detractor value and set the normalized value to 1/0/-1 respectively. Then all you need to do is query the table, group by whatever dimensions you want (including different time ranges) and take the average of that normalized field.

      Just as an example: if you get the following results: 10,10,10,8,8,8,0,0 then the normalized values are 1,1,1,0,0,0,-1,-1 which sums to 1. 8 responses means the value is 0.125 which is a 12.5 NPS score.

      Hope that's helpful!
        eygl_skarsdttir
        eygl_skarsdttir
        Contributor ⭐️⭐️
        October 14, 2016
        Since Gainsight doesn't send out NPS on relationship level, our organization currently taylors survey outreaches to our customer with a specific product and send them NPS survey respectively to that.

        We would like to report on the overall NPS (score ranging from -100 to +100) for each survey on a dashboard but I'm unable to do so. 

        Currently, I am able to get the average NPS score that our customers give us (ranging from 0-10) but that is not what I want. Is there away for us to create reports that show the overall NPS score by survey (by product)? So the score we would create our reports on would be same as the NPS score in the NPS tab.
          eygl_skarsdttir
          eygl_skarsdttir
          Contributor ⭐️⭐️
          October 14, 2016
          Has this feature been requested?
          praneet
          praneet
          Helper ⭐️⭐️⭐️
          October 14, 2016
          Hi All,
          After seeing multiple request on this thread for True NPS calculation, we have come up with following solution

          1) For NPS Widget in C360- We will allow user to configure time-period in CS360 and R360 configuration for which user wants to see the True NPS score.

          2) For Survey section in C360 and R360 - we will see NPS true calculation based on each survey.

          3) In Analyze section inside survey for NPS question, we will be able to see % number of promoters, % number of detractors and % number of passives and also the true NPS calculation for that Survey.
            dan_ahrens
            dan_ahrens
            Expert ⭐️⭐️⭐️
            October 14, 2016
            Hi Praneet, are there any plans to add NPS calculation functionality to Reporting so reports and dashboards can be built to show NPS score by various segments, cohort groups, time periods, etc?
            VP of Customer Success at Forcepoint
              elizabeth
              elizabeth
              Contributor ⭐️⭐️⭐️
              January 30, 2017
              +1
                eygl_skarsdttir
                eygl_skarsdttir
                Contributor ⭐️⭐️
                January 31, 2017
                +1
                  chelsea_ecd189
                  chelsea_ecd189
                  Contributor ⭐️⭐️⭐️
                  January 31, 2017
                  +1
                    greg_remillard
                    greg_remillard
                    Contributor ⭐️
                    February 24, 2017
                    @Praneet - Thank you for the update in regard to #2. For our CSM Team, the 0-10 average scale is super confusing. What is the timeline for this fix? Thank you! 
                    dstokowski
                    dstokowski
                    Gainsight Employee ⭐️⭐️
                    February 24, 2017
                    Greg - Think this is what you are looking for - we just released it this week. In Release Notes under Customer 360 section.  https://support.gainsight.com/Release_Notes/Release_Notes/Release_Notes_Version_5.5_February_2017#Customer_360_and_Relationship_360

                    1. View NPS Score or Average NPS Score in C360 and R360 Summary: Admins can choose to display either the NPS Score or Average NPS Score on the NPS Widget. The NPS Widget may be added to the CS360, R360, and Zendesk. [list=1]
                    2. Navigate to Administration > C360 Layouts, or Administration > Relationships. 
                    3. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
                    4. In a layout section, click Configure (gear icon). The Configure Section dialog appears. 
                    5. Add an NPS widget. 
                    6. On the NPS widget, click the Settings icon. 
                    [/list]



                    1. In the NPS Score Settings dialog, select an option: [list=1]
                    2. NPS Score: You can select a time period for which the NPS score will be calculated. 
                    3. Average NPS Score: The average NPS score is displayed (no change from previous release). 
                  • Click APPLY. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. [/list] 

                    1. Display NPS Score or Average NPS Score in Survey section of C360/R360: Admins can choose to display either the NPS Score or Average NPS Score on the Survey section. The Survey section can be added to the CS360 and R360.  [list=1]
                    2. Navigate to Administration > C360 Layouts, or Administration > Relationships. 
                    3. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
                    4. In a layout section, click Configure (gear icon) on a Surveys section. The NPS Score Settings dialog appears.
                    [/list]



                    1. In the NPS Score Settings dialog, select an option: [list]
                    2. NPS Score: You can select a time period for which the NPS score will be calculated. 
                    3. Average NPS Score: The average NPS score will be displayed. This option is same from the previous release. 
                  • Click SAVE. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. [/list] 

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