I have a couple of NPS surveys set up in Hubspot and I am asked to provide analysis across the different NPS surveys to different teams.
I am able to set up a Report which combines the NPS feedbacks received with filtering for certain Company or Contact property. What I would like to have is to have a visualization that calculates the NPS over time for the data that I filtered. This doesn't seem to be possible currently. This feature seems to exist already in the Customer feedback Analysis tab but I cannot add those graphs to any Dashboards for reporting purposes.
Please add this. Baked in NPS was a selling point of Hubspot, it's super frustrating to get this far with it and not be able to report an industry standard calculation.
For those who want to incorporate the Net Promoter Score (NPS) into their custom dashboard, I have developed this method using custom properties and calculations.
Step 1: Create "Feedback Submissions" Properties
Create 11 properties named as follows for tracking NPS responses:
NPS Response 0
NPS Response 1
NPS Response 2
...
NPS Response 10
Property Details:
Field Type: Rollup
Calculated Property Type: Count
Number Format: Formatted Number
Associated Record Type: Contact
Associated Record Property: Last NPS Survey rating
Additional Condition: Filter by Last NPS survey ratings 0 through 10 (based on the property name)
Step 2: Create "Count of Feedback Submissions" Property
Property Details:
Field Type: Rollup
Calculated Property Type: Count
Number Format: Formatted Number
Associated Record Type: Contact
Associated Record Property: Last NPS Survey rating
By following these steps, you'll have all the necessary data pieces prepared to generate yourNPS Score reportin your dashboard. This setup calculates the NPS Score based on the last survey rating from Contacts and summarizes it for dashboard display.
@AnouarDak, thank you for a detailed description! Will this work retroactively as well, or only for surveys submitted after the properties have been created?
@laurabren I have been able to add and amend custom properties to Feedback Submissions but only at record creation and with no further edits. Our surveys are tied to Deals (we sell guided trips) as an evaluation of that trip. I have been able to stamp the Deal ID, Deal Name and some other key info for us about which trip, start date, etc.
I use a Feedback Submission workflow triggered on object creation and I only get one shot, and I have to transfer the Deal information to placeholder fields on the Contact in order to personalize the email with the Trip Name, for instance.
When a Deal (Trip) ends, I use a workflow to copy the needed data from the Deal to the Contact. When they have that data (is known) they are allowed into the Automated Survey criteria. When the Feedback Submission is created, another workflow takes the info from the Contact Record into my custom properties on the Feedback record itself.
Feedback Submissions are only associated with Contacts, you can't associate a Deal or a Ticket (or a Custom Object like a Trip series). I copy the Deal record ID into a string field so I at least have it available to correlate the scores back to the product.
Adding our voice to this. We like and use the out-of-the-box HubSpot NPS reports. But we'd like to filter them to only certain types of responses—in our case, by contacts' role, a custom property: https://community.hubspot.com/t5/HubSpot-Ideas/NPS-analysis-to-Dashboard/idi-p/335293/highlight/true... - the biz problems we're trying to answer: how does our NPS score differ by user type? Are certain types of users getting happier or less happy over time?
