GetFeedback makes it easy to create Net Promoter Score® (NPS) surveys and map the survey responses directly into Salesforce. You can use Salesforce reporting to calculate NPS and create dashboards to display key customer feedback.
This article discusses how to measure NPS with Salesforce using GetFeedback. This is just a suggested setup - your NPS program should be customized to fit your organization’s needs.
NPS Grouping is a formula that categorizes survey respondents as Promoters (9 & 10), Passives (7 & 8), or Detractors (6 & below) based on their Net Promoter Score. You can decide to display images or text in this field. For example, you can use stars, hearts, or other icons to help people quickly identify scores.
The code snippet below adds images to each NPS grouping.
|IF(NOT(ISBLANK(Net_Promoter_Score__c)),( IF(Net_Promoter_Score__c<< 7, IMAGE("/servlet/servlet.FileDownload?file=015o0000001blTH", "Detractor"), IF(Net_Promoter_Score__c > 8,IMAGE("/servlet/servlet.FileDownload? file=015o0000001blTN", "Promoter"),|
IF(Net_Promoter_Score__c > 6, Net_Promoter_Score__c < 9, “Passive”, IMAGE("/servlet/servlet.FileDownload?file=015o0000001blTM", "Passive")))), "")
The code snippet below groups NPS scores without using images.
|IF(Net_Promoter_Score__c < 7, "Detractor",|
IF(Net_Promoter_Score__c > 6, Net_Promoter_Score__c < 9, “PassiveÉD;,
IF(Net_Promoter_Score__c > 8, "Promoter")))
The Promoter, Passive, and Detractor fields allow you to total the number of responses you’ve received for each NPS grouping. You need these grouping totals in order to calculate your Net Promoter Score in Salesforce. These fields don’t need to be visible on the page layout.
Use these formulas to total the number of responses for each group:
Create a custom report type in Salesforce for your NPS object. You’ll use this report to calculate your NPS score.
To calculate NPS scores in Salesforce: