Dashboards & Reporting

LFenton20
Contributor

NPS Result is not applicable

SOLVE

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?

 

Screenshot 2024-06-17 at 09.27.46.png

Screenshot 2024-06-17 at 09.28.45.png

1 Accepted solution
Lucila-Andimol
Solution
Most Valuable Member | Platinum Partner
Most Valuable Member | Platinum Partner

NPS Result is not applicable

SOLVE

Hey @LFenton20 

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

Screenshot 2024-06-17 at 20.37.18.png

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

María Lucila Abal
COO Andimol | Platinum Accredited Partner
HubSpot Expert, Top Community Champion | Hall of Fame IN23&IN24
Certified Trainer (12+ years) | SuperAdmins Bootcamp Instructor

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5 Replies 5
Lucila-Andimol
Solution
Most Valuable Member | Platinum Partner
Most Valuable Member | Platinum Partner

NPS Result is not applicable

SOLVE

Hey @LFenton20 

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

Screenshot 2024-06-17 at 20.37.18.png

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

María Lucila Abal
COO Andimol | Platinum Accredited Partner
HubSpot Expert, Top Community Champion | Hall of Fame IN23&IN24
Certified Trainer (12+ years) | SuperAdmins Bootcamp Instructor

Have questions? Get answers:

Get Premium Support

Did my post help answer your question? Mark this as a solution.

0 Upvotes
Jnix284
Hall of Famer

NPS Result is not applicable

SOLVE

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?


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
0 Upvotes
LFenton20
Contributor

NPS Result is not applicable

SOLVE

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'

0 Upvotes
Jnix284
Hall of Famer

NPS Result is not applicable

SOLVE

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.


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
0 Upvotes
Shubham_Sharma
Guide

NPS Result is not applicable

SOLVE

@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 : 

0 Upvotes