We are often asked about how you can calculate Net Promoter scores in Salesforce. For those who don't know (where have you been??), Net Promoter was conceived by Fred Reichheld and is a common approach for measuring customer loyalty.
[Net Promoter is a registered trademark of Satmetrix Systems, Fred Reichheld and Bain & Co.]
To set up Net Promoter scores in Salesforce one approach is to:
(This should be tested in either a Sandbox or Development account prior to deployment in a production org)
1. Set up a custom 'number' field to collect the survey responses. This will usually be in a custom object linked to the Account (and any other relevant object such as a Contact etc.)
2. Set up 3 custom 'number' fields to convert the survey response in to a promoter value (Promoter, Detractor or Passive) using the following formulas:
Promoter: IF(score__c > 8, 1, 0)
Detractor: IF(score __c < 7, 1, 0)
Passive: IF(AND(score__c > 6, score__c < 9), 1, 0)
The above formulas assume a custom field to collect the survey response called "Score". Obviously, amend to your own requirement.
3. In a report use a "Custom Summary Formula" to calculate the overall Net Promoter score. Net Promoter score is defined as %Promoters - %Detractors. The following formula calculates the required percentage:
Net Promoter Score: Feedback__c.Promoter__c:SUM/RowCount*100)-(Feedback__c.Detractor__c:SUM/RowCount*100)
The formulas refer to two of the three fields defined in step 2 and will be automatically in the correct format if you use Salesforce to insert the field names. Obviously, amend this to match your own requirement. Depending upon the way the survey responses are stored you may need to amend this formula to calculate 'RowCount' in a different way.
4. This formula can then be used in any report to display overall and segmented Net Promoter scores in Salesforce.com dashboards.
5. You can also use a similar approach using summary roll-up fields in Parent objects (such as Account) to display overall Account scores and graphics (such as a traffic light where red is Detractor, Orange is passive and Green is Promoter).
Good luck!
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Base don this, what if you collect multiple surveys responses from a person based on their support cases. How can you calculate the average NPS?
ReplyDeleteI have the same question as MTech, namely what if you ask the same person the net promoter question multiple times in the customer life cycle? E.g. annually. Can you set up a list of customer number fields? Something like a net promoter table with a column for when the recommend question was asked and their response.
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