topic Re: NPS reports in Customer Feedback Tool

NPS reports

LisetteKraal — Thu, 10 Apr 2025 11:46:48 GMT

I'm looking for a way to include the NPS score of only contacts within a specific product group in a report. Unfortunately, this doesn’t seem possible, as the standard NPS report doesn’t allow you to add custom filters.

When you create a custom report yourself, you only get an average of the scores, but not the actual NPS score.

Re: NPS reports

TomM2 — Thu, 10 Apr 2025 13:41:40 GMT

Hey @LisetteKraal could you do this through a custom report using the "contacts" and the "Surveys" object?

If you have the surveys object youd should be able to use the "rating" field, usually on the y axis with number fields HubSpot will default to a "sum" of the values, however if you click the pencil on the field and change the agregation from "sum" to "none" you will actually have a report showing the unique value for each survey on this field:

Re: NPS reports

LisetteKraal — Thu, 10 Apr 2025 14:09:04 GMT

This is unfortunately not possible. I receive the following error message:

And when I choose a different view, the red notification disappears, but the message "fix errors to display the chart" remains.

Re: NPS reports

PremKannan — Fri, 11 Apr 2025 09:37:44 GMT

Hi @LisetteKraal,

You are correct. HubSpot’s default NPS reports don't currently support filtering by custom properties like product group, and custom reports only calculate average score, not true NPS (Promoters - Detractors).

Here's a potential workaround using Custom Report + Calculated Fields:

Create a custom contact-based report using feedback submission data.
Include:
- Contact’s product group (custom property)
- NPS response score
Add filters for your specific product group
Use a calculated field (if using Operations Hub Pro/Enterprise or export to Sheets) to:
1. Classify responses (for example):
  - Promoters (9–10)
  - Passives (7–8)
  - Detractors (0–6)
2. Calculate: NPS = (% Promoters - % Detractors)

If this doesn't work, an alternate option would be to Export and Calculate Outside of HubSpot using Excel, Google sheets or BI tools.

Hope this helps.

✔️ If this answer your query, help the community by marking it as a solution.

Re: NPS reports

victoriahcw — Tue, 22 Apr 2025 21:57:31 GMT

I've personally found it challenging to get the right metrics in HubSpot so instead I've started using external tools. I use one called Coefficient and instead of looking to import custom reports, I've rebuilt the fields I needed using their Objects and Fields import option and was able to calculate the NPS score on a spreadsheet. This way, I had much more flexibility in being able to apply filters and group the data with different groups.

Re: NPS reports

Muserin303 — Fri, 09 Jan 2026 17:44:14 GMT

Thank you Tom, I've tried using your suggested calculation however when I change the rating to 'none' it shows all the surveys for the groups were are measuing individually rather than the one score for each group. In my below example the NPS for Beaver Run should be -3 (29% promoters minus 57% detractors), however the report builder doesn't allow for multistep caluculations - the NPS calculation is the percent of promoters minus the percent of detractors.

Re: NPS reports

Victor_Becerra — Wed, 21 Jan 2026 15:49:51 GMT

Hi @Muserin303

You’re right: this is a limitation of HubSpot’s reporting today. While you can classify NPS responses into Promoters, Passives, and Detractors using survey response properties or workflows and report on counts/percentages by group, the custom report builder can’t do the multi-step calculation (% Promoters – % Detractors) to give you a single NPS score per group. As a result, the current workaround is to export the filtered NPS responses and calculate the NPS score outside HubSpot (for example in Excel, Google Sheets, or a BI tool), and if this is important for your team I’d recommend submitting or upvoting an Ideas post on the Ideas Forum so Product can see the demand for true NPS-per-segment reporting.
Best,
Victor

Re: NPS reports

Muserin303 — Fri, 09 Jan 2026 18:27:45 GMT

Hi Victoria, I have searched through the marketplace apps and I cant find this one. Is it still a Hubspot app? I'd definatley like to know more about Coefficient and its capabilities. Thank you

Re: NPS reports

victoriahcw — Mon, 12 Jan 2026 17:10:50 GMT

Hello! Yup, there is the link for HubSpot Marketplace. Let me know if you give it a shot.

https://app.hubspot.com/marketplace/7039851/listing/coefficient