True NPS calculation and NPS Widget
None
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.
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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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?
Can you point me in the right direction?
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))
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.
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
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
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