NPS® stands for Net Promoter Score® and the NPS® survey question assesses to what extent a respondent would recommend your company, product, or service to his friends, relatives, or colleagues on a scale from 0 - 10. The idea is if you like using a certain product or doing business with a particular company, you are likely to want to share this experience with others.
Depending on the NPS® survey response, three categories of people can be distinguished: (see image below)
•Promoters = respondents giving a 9 or 10 score
•Passives = respondents giving a 7 or 8 score
•Detractors = respondents giving a 0 to 6 score
Therefore, an NPS® score can range anywhere between -100 and 100.
In Gainsight, you can view NPS® results in a variety of ways on the NPS® tab. These reports are all available out-of-the-box. If you want to create custom reports on NPS® data, check out this article on How to Build Basic Reports in Gainsight. Additionally, the Gainsight survey module can analyze and display NPS® text response data. For more information on this feature see the article How NPS® Text Analytics Works.
Note: If you don't see the NPS® tab in the Salesforce ribbon, click the + sign, and then click on NPS®.
For more general information about the Net Promoter Score® and customer experience, see the Additional Resources section.
NPS® By Survey
On the By Survey sub-tab, select a survey from the drop-down menu. On this page, you'll see your overall NPS® score based on all of your customer's responses to this survey.
Click the sub-tabs on the right to see the Accounts and respondents in each category, along with their response to the NPS® question (0 - 10) and their role.
You can also use the radio buttons and menu in the upper right to filter the results by customer averages, by user, and by role (if defined in the survey setup).
Note: You will see NA under Customers Distribution until you close the survey. Then a number will display.
NPS® vs MRR or ARR or Licenses
Use the drop-down menu to select which measure to compare to NPS®. Also, hover over a data point to see the respondent's info. The orange line above represents the average NPS® score for this particular survey.
In the Detailed Responses table, you can see each respondent's information. Click the Customer name to navigate directly to the Customer360. To export the detailed responses, click the three orange dots and select Export.
Note: The +Add Alert option that appears under the three orange dots is legacy functionality and it will be deprecated in September, 2016. +Add Alert will be replaced by +Create Call to action.
NPS® Summary View
You may use the radio buttons and menu in the upper right to filter the results by customer averages, by user, and by role (if defined in the survey setup).
On the Feed tab, you can see the latest responses to your NPS® survey. Using the menu in the upper left, you can view responses from the last 24 hours, this week, or last seven days. Clicking the customer name will take you directly to the C360.
NPS® By Customer
On the By Customer tab, enter the name of the customer and click return. For every NPS® survey the customer has participated in, you'll see the average NPS® score they gave your organization/product/service, and the individual respondent's scores and comments.
General NPS® & Customer Experience Resources
- https://experiencematters.wordpress.com/ Bruce Tempkin, Managing Partner of the Tempkin Group, publishes a blog with a wealth of NPS® and customer experience information.
- http://waypointgroup.org/about-us/ Waypoint Group’s website has a lot of information and publications on managing customer feedback
|NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.