True NPS Calculation in Survey section of C360?

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  • Updated 12 months ago
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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? 

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tzundel@gainsight.com, Official Rep

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Posted 1 year ago

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Lila Meyer, Official Rep

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Assigned to Praneet for response. Also checking with support to see if they know.
(Edited)
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Praneet, Alum

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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


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Lila Meyer, Official Rep

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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...
(Edited)