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.
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
2. Allowing an option is an approach that would allow each customer to pick the right approach for them (dependent on respondents per account)
However, I also agree and suggested your number 2. We should provide both options, and allow customers to turn it on or off based on their needs. Even if it is an all on or all off situation, at least they can make that decision.
While we're on the subject... that panel in the 360 takes up a whole lot of space as the response count grows. It would be nice to see that reworked to summarize the data and allow the CSM to dig in if desired, rather than presenting everything.
Totally understand the need to see the true NPS score on the 360. There's a way to do it but would require SFDC formula fields on the Customer Info object and a rule. Are you open to creating a few fields and a rule to populate this data? If so, let me know and I'll set up some time for us to connect offline.
Thanks
However, if GS has the ability to do the calculations themselves, then we could conceivably analyze NPS by segment, theater, cohort, etc and so it would be very useful to understand how this is done. So yes! Love to grab some time and discuss. Thanks for the offer.
A solution you can try to implement is to put a "NPS Normalized" field on the NPS response object. You set up a set of field updates that trigger based on the Promoter/Passive/Detractor value and set the normalized value to 1/0/-1 respectively. Then all you need to do is query the table, group by whatever dimensions you want (including different time ranges) and take the average of that normalized field.
Just as an example: if you get the following results: 10,10,10,8,8,8,0,0 then the normalized values are 1,1,1,0,0,0,-1,-1 which sums to 1. 8 responses means the value is 0.125 which is a 12.5 NPS score.
Hope that's helpful!
We would like to report on the overall NPS (score ranging from -100 to +100) for each survey on a dashboard but I'm unable to do so.
Currently, I am able to get the average NPS score that our customers give us (ranging from 0-10) but that is not what I want. Is there away for us to create reports that show the overall NPS score by survey (by product)? So the score we would create our reports on would be same as the NPS score in the NPS tab.
After seeing multiple request on this thread for True NPS calculation, we have come up with following solution
1) For NPS Widget in C360- We will allow user to configure time-period in CS360 and R360 configuration for which user wants to see the True NPS score.
2) For Survey section in C360 and R360 - we will see NPS true calculation based on each survey.
3) In Analyze section inside survey for NPS question, we will be able to see % number of promoters, % number of detractors and % number of passives and also the true NPS calculation for that Survey.
Are there any plans to allow use of the NPS Score (instead of average) in reports and dashboards too?