topic Re: NPS Result is not applicable in Dashboards & Reporting

NPS Result is not applicable

LFenton20 — Mon, 17 Jun 2024 08:32:41 GMT

We send NPS surveys out to clients and track this in a dashboard. This is because not all clients receive the exact same survey or email but we want to see the answers to the NPS question in one place.

In one instance, we built a custom survey but used the template NPS question in it. This is pulling though to our dashboard as 'Not Applicable' and actually shows the same from the survey page. We have to click in to explore the results.

Is it possible for this to happen with a template NPS question in a custom survey or have we possibly made a mistake?

Re: NPS Result is not applicable

Shubham_Sharma — Mon, 17 Jun 2024 09:59:02 GMT

@LFenton20

It is not possible to customize the NPS question in a customer feedback survey.

For more inforamtion kindly visit this page: https://knowledge.hubspot.com/customer-feedback/customer-feedback-faqs

For more information kindly visit this page :

Re: NPS Result is not applicable

Jnix284 — Mon, 17 Jun 2024 16:59:44 GMT

Hi @LFenton20 I think I follow what you've done and don't think there's a workaround for this, did the contact who completed the custom survey provide an answer to the NPS question?

Re: NPS Result is not applicable

Lucila-Andimol — Mon, 17 Jun 2024 18:40:14 GMT

Hey @LFenton20

so the NPS only admits the standard score from 1 to 10

If you are using this in the email

the result should be shown if properly summited.

If you change the template or started from scratch and didn’t use this modulo/option

this may not be shown because It wouldn’t apply/fit in the model "rate from 1 to 10".

You can check the back the email and let us know.

Hope this helps

Re: NPS Result is not applicable

LFenton20 — Tue, 18 Jun 2024 10:01:00 GMT

Hi @Jnix284 yes we did receive a response to the NPS question. They are pulling through to the dashboard as 'Not Applicable' but should be displayed as 'Passive'

Re: NPS Result is not applicable

Jnix284 — Tue, 18 Jun 2024 17:50:02 GMT

That's really interesting @LFenton20, especially since you can see the result outside of this report. Without being able to dig into the specifics of the custom survey and the report, it's hard to say why it's not pulling through and might be a limitation of the NPS report based on how you've configured the custom survey.