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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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      sai_ram
      sai_ram
      Expert ⭐️⭐️
      June 18, 2019
      @christopher_sanderson calculatiton of True NPS score is possbile now.

      Admins can build a report on True NPS in Gainsight Reports and Dashboards which allows for dynamic filtering categorized by Participant, Company, Region, Product, Segment, CSM, etc. True NPS is a standard field in the application object NPS Survey Response. This field helps admins to calculate True NPS for various segments of responses.

      This field stores the value :

      100 for Promoters (Response values of 9 or 10)

      0 for Passives (Response values of 7 or 8)

      -100 for detractors (Response values of 0 to 6)

      To find the True NPS of all the responses that you have filtered, you must apply an aggregation of average on this field.

      Follow this article for more information

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