SurveyMonkey for Salesforce: Measuring Net Promoter® Score

If you use our Salesforce integration, you can 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 is just one way to set up NPS tracking in Salesforce – your NPS program should be customized to fit your organization’s needs.

This article walks you through the following steps to set up NPS reporting in Salesforce:

In SurveyMonkey, open the Salesforce integration, then map your response data to the corresponding Salesforce fields. For example, you can map the survey name, NPS score, and any comments to your custom Salesforce fields.

Our managed package makes NPS reporting simple and efficient. The managed package maps the following items from the NPS question type:

If you don’t use our managed package or have a response object, you can create a new custom object in Salesforce. In this case, we've named our object NPS Responses.

Your custom response object should contain the following fields:

Build a Salesforce report for your NPS scores. These steps vary slightly if you use the managed package.

Here is an example NPS report where we will group responses by Account, and roll up the score to the Account:

If you use the managed package, SurveyMonkey already maps the normalized NPS scores for you. If you don't map the normalized scores from SurveyMonkey, you can build a formula to calculate NPS scores in your Salesforce reports.

To calculate NPS scores in Salesforce: