topic Re: Share NPS data in Dashboards & Reporting

Share NPS data

Jestner — Sun, 05 Dec 2021 21:20:09 GMT

The ability to email the dashboard and/or report content automatically at regular intervals is fantastic. Company leadership now receives the high-level data they need right when they need it.

Except for the most basic measurement of success... NPS. There doesn't seem to be a way to display or send the current NPS.

Ideally, the "Your NPS Score" panel could be added to a dashboard or sent via a report, but I don't see a way this can be done. Am I just not seeing it in the documentation? And if it isn't currently possible, is it on a list of backlog items Hubspot plans to implement at a future date?

Re: Share NPS data

Adeline_ — Sun, 05 Dec 2021 22:33:26 GMT

Hi @Jestner

Hope you're well!

Natively there is one NPS report you can find in the report library that you can add to a dashboard.

It's called "Customer Loyalty Score (NPS) over time". As you know, you can then email the dashboard where this report has been added.

Would that help :)?

Alternatively, and if you have access to it, you can create a custom report that showcases the average NPS rating and add this report to a dashboard.

Let me know what you think!

Cheers,

Re: Share NPS data

karstenkoehler — Mon, 06 Dec 2021 05:48:52 GMT

Hi @Jestner,

There is a default report in the report library for this. Navigate to Menu > Reports > Reports > Report library and search for "Customer loyalty score (NPS) over time".

If this is not the visualization you're looking and if you do have access to custom reports, you could create your own report as well. Navigate to Menu > Reports > Reports > Create custom report > Single object > Feedback submissions. Under Filters, set Survey Type to "is any of Customer Loyalty Survey" and your preferred time frame.

Then, in the Visualization tab, you can display the average Rating and apply any additional measures that you're interested in.

Let me know if you have any follow-up questions!

Re: Share NPS data

Jestner — Mon, 06 Dec 2021 15:16:24 GMT

@Adeline_ and @karstenkoehler , thank you for your responses.

Currently, I display the average over time and a pie chart showing the responses (promoter, detractor, passive).

What our leadership team wants is the current score. Per the Hubspot knowledge base, this is "the percent of Promoters minus the percent of Detractors." I do not see a way I can display the actual NPS score vs an average in a report or on a dashboard, or convey it to my leadership team in any automated way.

Being able to send the current score AND show how the current score has changed over time would be lovely, but at the most basic level, I only need to be able to send or display the current score. This is such a high-value key performance indicator. Surely there is a way to do it that I haven't found yet?

[UPDATE: coffee has now kicked in and I realize I was looking at the wrong report. Yes, score over time is great! Thank you! Any chance of that changing to a customizable report in the future? Being able to display results for only one survey, for example, would be helpful in this context.]

Re: Share NPS data

karstenkoehler — Mon, 06 Dec 2021 15:25:47 GMT

Hi @Jestner,

Got it, thanks for the added context. In that case, there isn't a straight-forward way to access this current NPS.

You'd have to define what you mean by current (month to date? this week?) and then create a version of your pie chart for that time frame. The calculation would have to be done manually by the person reading the pie chart.

Alternatively, you would set the time frame / interval of the "Customer loyalty score (NPS) over time" to match your definition of "current". The last data point in the chart would be your current NPS.

If neither of these two workarounds sound good to you, I'd recommed posting this in the HubSpot Ideas section of the community to alert the product team.

Best regards!

Re: Share NPS data

Jestner — Mon, 06 Dec 2021 15:37:45 GMT

Thanks @karstenkoehler ! "Current" would be the moment the data is sent. Just a single value, not a chart. I'll add it to the ideas section, thanks!

Re: Share NPS data

VLibersat — Fri, 09 Feb 2024 15:02:24 GMT

Hello Karsten,

This is helpful to read a metric's average however NPS score isn't the average of all responses, but rather (% promoters - % detractors)

Is there a workaround for this?

Thanks!

Re: Share NPS data

BLarsen — Tue, 28 Jan 2025 17:11:14 GMT

I've found a workaround to calculate the actual NPS Score.

First, create a custom property under "Feedback submission properties." I called the field "NPS Score (-100 to 100)" and set it as a numeric field.

Then, create a "Feedback submissions-based" workflow. For enrollment triggers, choose the Survey Name for any survey(s) you want to calculate the NPS Score for. Create a branch for Promoter/Passive/Detractor/None.

Promoter: Rating is greater than or equal to 9
Passive: Rating is greater than or equal to 7 AND Rating is less than or equal to 8
Detractor: Rating is less than or equal to 6

For the Promoter branch, set the newly created "NPS Score (-100 to 100)" property to 100. For Passive, set it to 0. For Detractor, set it to -100.

Now, to get an "NPS Score" (% Promoters - % Detractors), you just need to create a report with an AVERAGE of this new property.

Just to give a quick example to show that the math works: Let's say you have 300 responses. 60% (180 responses) are Promoters, 30% (90 responses) are Passive, and 10% (30 responses) are Detractors. You'd expect a score of 50 (60% Promoters minus 10% Detractors = 50)

Using the average of this new field, you have 180 responses with a value of 100, 90 responses with a value of 0 and 30 responses with a value of -100.

The average calculation would be (180 x 100) + (90 x 0) + (30 x -100) / 300

So (18,000 + 0 + -3,000) / 300 = 15,000/300 = 50, which is the score we would expect.

Re: Share NPS data

VLibersat — Thu, 30 Jan 2025 21:39:34 GMT

This is brilliant, thank you!