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?
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.
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'
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.