Ability to Average NPS Rating by Company

[k_intello]

We'd like to see the average NPS score per Company based on the Contacts' responses. Currently there is no way to see this in the platform or to calculate it via automation. Secondarily, because NPS is stored as a dropdown it doesn't play well with our other systems like Salesforce where I would be able to calculate and manipulate the averages at the Account level.

I'd prefer to see it on the Company record within Hubspot rather than a report so I can easily pass that detail to Salesforce to view on the Account record.

We need this information for a variety of insights including our penetration across user committee, stakeholder engagement trends across accounts, NPS rating averages across customer account tiers, NPS rating averages by CSM, etc.

[k_intello]

I am also giving +1 to this idea. 

For portals that have Operations Hub Pro/Enterprise, a workaround would be the following steps:

• create a custom number property (contact)
• create a custom rollup property with setting average & unformatted number (company) that, as source property, uses the contact custom number property 
• create a workflow and use the format data action (round to closest number) on the Latest NPS rating and tick "Yes, save value into a property"
• choose the contact custom number property to copy the value into.

This would format the Latest NPS rating into a number and would allow this to be used on the rollup company property.

Hope this helps.

[sferreira]

Hi Team, just giving +1 to this idea. 

Currently, we get average NPS on a contact level, thing is: this is a dropdown select property. Which means we can't pull that data to build a calculated property to get that average NPS, on a company level. 

Really interesting for customers that are focusing on B2B to have NPS on Company level! 

[AndrewChase]

+1

We have multiple clients that have requested this.

Though there's a manual workaround, where you create a report of companies that have multiple associated contacts who have responded to NPS. Then export that report, calculate the average NPS score on a spreadsheet, then re-import that into a custom "Average NPS score" property on the company. Would be annoying to maintain but at least doable since you likely wouldn't have too many instances of this.

[Kidomu]

I am also giving +1 to this idea. 

For portals that have Operations Hub Pro/Enterprise, a workaround would be the following steps:

• create a custom number property (contact)
• create a custom rollup property with setting average & unformatted number (company) that, as source property, uses the contact custom number property 
• create a workflow and use the format data action (round to closest number) on the Latest NPS rating and tick "Yes, save value into a property"
• choose the contact custom number property to copy the value into.

This would format the Latest NPS rating into a number and would allow this to be used on the rollup company property.

Hope this helps.

[Shuler]

I'm upvoting this idea because it would be great @Kidomu your suggestion is great, but I tweaked it a bit:

• Created a calculated field in the Contact object
  • Output: Number
  • Number format: Unformatted
  • Forumula: string_to_number(Last NPS survey rating)
• Created a rollup filed in the Company object
  • Type: Average
  • Number format: Unformatted number
  • Associated record type: Contact
  • Record Property: Custom Contact Field
  • Additional Condition (Custom Contact Field >= 0)

This way I don't have a workflow running, and the additional condition on the company level prevents any blanks from messing up the average.

[AFranklin4]

+1 to this

[AFranklin4]

Excellent workaround from @Kidomu and @Shuler