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tzundelgainsightcom
tzundelgainsightcom
Helper ⭐️⭐️
June 19, 2017
Question

True NPS Calculation in Survey section of C360?

  • June 19, 2017
  • 4 replies
  • 151 views
It's great that with a release earlier this year customers can now configure the NPS displayed in the Summary section of the C360 to show actual NPS, as opposed to the score average. 

Does that configuration also result in the actual ("true") NPS being displayed in the Surveys section of the C360? Or would the NPS number shown for each survey in the Surveys section still just be an average of the scores given to the NPS question in that survey - as shown below? 

    4 replies

    lila_meyer
    lila_meyer
    Gainsight Employee ⭐️⭐️⭐️
    June 21, 2017
    Assigned to Praneet for response. Also checking with support to see if they know.
    Lila Krutel, Dir. Global Education Services
    praneet
    praneet
    Helper ⭐️⭐️⭐️
    June 22, 2017
    Hi Tracy,
    Thanks for reaching out, in order to configure True NPS for Survey section in C360. Please do the following
    1. Go to Administration >> C360 Layouts
    2. Open the layout you want to configure
    3. Search for Survey in the layout
    4. In survey section click on setting button i.e. gear icon
    5. Change the current setting from Average NPS Score to NPS Score
    6. Now go back to C360 where this layout is applied, you will see the True NPS in survey section for each and every individual survey



      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      June 22, 2017
      We created a new support article to address the configuration steps, and we added a few notes about the two NPS score types that can be configured for the 360 Survey section here. Happy to take your input on whether the explanation makes sense or not...
      Lila Krutel, Dir. Global Education Services
        sai_ram
        sai_ram
        Expert ⭐️⭐️
        June 18, 2019
        Hi All,

        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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