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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

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      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      February 24, 2017
      This is awesome Denise!

      Are there any plans to allow use of the NPS Score (instead of average) in reports and dashboards too?
      VP of Customer Success at Forcepoint
        praneet
        praneet
        Helper ⭐️⭐️⭐️
        February 27, 2017
        For supporting it in Reports and Dashboard we will need column level formula capability, that is currently not available.
        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        February 27, 2017
        Not sure how I missed this Jeffrey, but this idea is genius! 
        VP of Customer Success at Forcepoint
        spencer_engel
        spencer_engel
        Expert ⭐️
        April 6, 2017
        Hi Praneet - Is there any plan to add this capability in the future? Thanks!
        spencer_engel
        spencer_engel
        Expert ⭐️
        April 6, 2017
        Hi Praneet - Is there any plan to add this capability in the future? Thanks!
        praneet
        praneet
        Helper ⭐️⭐️⭐️
        April 7, 2017
        To have this capability we need to have reporting enhancement to support formula fields at column level.
        andrea_weisz_171687
        andrea_weisz_171687
        Contributor ⭐️⭐️⭐️
        June 9, 2017
        Can you customize the NPS meter widget? Your meter says 20 is green. We think 30+ is green?
          tzundelgainsightcom
          tzundelgainsightcom
          Helper ⭐️⭐️
          June 14, 2017
          Praneet, I know that customers can now configure the Summary section of the C360 to show actual NPS, as opposed to the score average, if they so chose.

          Does that configuration also allow for the actual NPS to be displayed in the Surveys section of the C360? Or would the "NPS" number in the Surveys section still be an average of the scores given to the NPS question in that survey, as shown below? 

          ben
          ben
          Helper ⭐️⭐️⭐️
          September 12, 2017
          Jeff this is great! I am trying to implement this and cannot seem to find the "NPS Response" object. I tried going to Administration >> Data Management but I am not seeing any objects listed there relating to surveys, NPS, or responses.

          Can you point me in the right direction?
          -Ben
          jeffrey_coleman
          jeffrey_coleman
          Helper ⭐️
          September 12, 2017
          Ben -- looks to me like you're looking at the MDA objects. At least currently, the NPS Response object I was referencing is in Salesforce. I do know from a conversation a couple of weeks ago that surveys will likely shift to MDA in an upcoming release. Including this as a default feature would be great.
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