Skip to main content
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

      Show previous replies
      seth
      seth
      Expert ⭐️
      November 21, 2017
      I am adoring this idea. The one change I made is to use -100 and 100, so that the report shows the NPS score as an integer instead of a decimal.

      FYI, for those who like a copy-paste situation, this is the formula I used for the custom field:
      IF(JBCXM__NPSScore__c<=6,-100,IF(JBCXM__NPSScore__c>=9,100,0))
      AI Transformation @ Gainsight
        jeffrey_coleman
        jeffrey_coleman
        Helper ⭐️
        November 22, 2017
        Nice tweak, Seth! I've just been dealing with the decimal point. This is much better! :-)

        Since you're throwing around terms like "genius," I think should be sure to give credit to the team at SurveyMonkey who built our Salesforce integration. They're the ones who implemented this and that's where I first saw it.
        seth
        seth
        Expert ⭐️
        November 22, 2017
        Mostly I'm beating myself up over not being able to creatively deploy basic algebra 
        AI Transformation @ Gainsight
        meenal_shukla
        meenal_shukla
        Gainsight Employee ⭐️⭐️
        July 13, 2018
        Hi, any plans of making the true NPS calculation available in reporting and analytics with Survey 2.0?
        Outplay. Outwit. Outlast.
          bill_davis
          bill_davis
          Contributor ⭐️⭐️⭐️
          December 18, 2018
          This thing has been getting kicked around like a dead cat on the side of the highway.

          Was anyone able to make this work?

          I am currently calculating overall NPS by spend tier outside of Gainsight in Power BI, but would prefer to calculate this in an Executive Dashboard.

          Overall NPS = 67

          NPS for Tech Touch = 43

          NPS for Enterprise = 71

            jake_ellis
            jake_ellis
            Gainsight Employee ⭐️⭐️
            March 7, 2019
            @denise_stokowski @praneet I'm wondering if there has been any movement on calculating true NPS and not just the average or sum of NPS responses in Reports and Dashboards. I think it would be valuable to show NPS on Dashboards and allow for filtering based upon segment, cohort, etc.

              dan_ahrens
              dan_ahrens
              Expert ⭐️⭐️⭐️
              March 7, 2019
              @jake_ellis - we are currently developing formula fields for reporting which will allow for this kind of inline NPS calculation. It's a complex problem to solve for, but you'll be happy to know that it's in development as we speak.

              VP of Customer Success at Forcepoint
                seth
                seth
                Expert ⭐️
                April 10, 2019
                @jake_ellis If you expand all the comments on Scott Morris' comment above (beginning, "Totally understand the need to see the true NPS score on the 360."), you'll find a workaround that's available today! If you're skeptical, one of our Solution Architects ( @jessie_brainerd ) was a math major and couldn't wait to prove it out 🙂 See: https://cl.ly/c1758b0e6751

                AI Transformation @ Gainsight
                  P
                  piyushmadhukar
                  Helper ⭐️
                  June 11, 2019
                  Hi All,

                  Thanks for you comments!

                  A column has been added in the to get the True NPS score.

                  Please follow the thread.

                  https://community.gainsight.com/conversations/true-nps-field-5cc0bc7fe4b03400e5c4f1eb

                    seth
                    seth
                    Expert ⭐️
                    June 11, 2019
                    Nice! Thank you, @piyushmadhukar !

                    AI Transformation @ Gainsight
                    Show more replies
                    Terms & ConditionsAccessibility statement