Measuring Net Promoter® Score (NPS®) with Salesforce

Essentials feature: Available on Essentials, Pro, and Ultimate plans.

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.

GetFeedback Support can’t consult on coding issues. Reach out to your Salesforce administrator for help implementing these features. These examples help you get started with our Salesforce integration and you may need to make changes for your organization.

Connect your survey to Salesforce so you can map and calculate NPS scores in Salesforce.

Create a custom object in Salesforce called NPS Survey. It should contain the following fields:

  • Survey Name (Text)
  • Contact (Master / Detail Lookup – Contact)
  • Email (Email)
  • Net Promoter Score (Number)
  • Comments (Long Text)
  • NPS Response URL (Text, URL)
  • NPS Grouping (Formula, result: Text)
  • Promoter (Formula, result: Number)
  • Passive (Formula, result: Number)
  • Detractor (Formula, result: Number)

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 formula 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 formula 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, “Passive&#201D;,
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:

  • Promoter: IF(Net_Promoter_Score__c > 8, 1, 0)
  • Passive: IF(AND(Net_Promoter_Score__c > 6, Net_Promoter_Score__c < 9), 1, 0)
  • Detractor: IF(Net_Promoter_Score__c < 7, 1, 0)

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:

  1. Create a new Salesforce summary report using your NPS report type. You can choose to summarize NPS by Survey Name, or filter the report to only show specific Surveys.
  2. Write a summary formula in your report to calculate your score. The code snippet below is an example of an NPS calculation formula.

NPS calculation formula:
(NPS_Survey__c.Promoter__c:SUM/RowCount*100) - (NPS_Survey__c.Detractor__c:SUM/RowCount*100)

Map your response data to the corresponding Salesforce fields using custom mappings. For example, you can map the survey name, NPS score, and any comments to your custom Salesforce fields.