Counting NPS from ticket field

Forum|Forum|4 years ago
August 10, 2021
3 replies
0 views

Jani11

Hello,

We have been collecting NPS data from external webpage, and we get a ticket to our system every time someone give NPS rating.

These tickets are marked with tags: nps_0, nps_1 etc.. there is also "Drop-Down" Ticket field named "NPS" made.

I have been struggling to make a NPS metric with explore, so we would get NPS result in monthly basis. What I managed to do is the picture below, but moving forward I would require some help.

So what I think would be required is to:
- count tags nps_0 to nps_6 (detractors) per month
- count tags nps_7 to nps_8 (passives) per month
- count tags nps_9 to nps_10 (promoters) per month

then it would be needed to do the math to count NPS:
- detractors / all results =
- promoters / all results =

Once this would be calculated, last math to do would be to have promoters - detractors to have NPS score.

I would be very grateful if someone could share ideas for this, and if there is any helpful articles I'm willing to read. I tried to search but could not find solution myself.

Tim11
Forum|Forum|4 years ago
August 10, 2021

Hi Jani,

Good idea!! I find myself digging into NPS stuff quite a bit, so I have something very similar going on. I basically did exactly what you said, which was to create 3 custom standard calculated metrics:

Promoters:

IF
INCLUDES_ANY([Ticket tags], ARRAY("nps_9","nps_10"))
THEN [Ticket ID]
ENDIF

Passives:

IF
INCLUDES_ANY([Ticket tags], ARRAY("nps_7","nps_8"))
THEN [Ticket ID]
ENDIF

Detractors:

IF
INCLUDES_ANY([Ticket tags], ARRAY("nps_0","nps_1","nps_2","nps_3","nps_4","nps_5","nps_6"))
THEN [Ticket ID]
ENDIF

Then when you add those to explore, you want the 'count' of those metrics - so that basically gives you the total number of promoters, passives and detractors.

Then I created a 4th custom standard calculated metric, to do the NPS math, as you mentioned. If you've already created the Passives / Promoters / Detractors metrics above, then it should auto-fill the names of the metrics as you start typing them in this 4th one:

NPS Score metric:

((COUNT(Promoters)/(COUNT(Promoters)+COUNT(Passives)+COUNT(Detractors)))-(COUNT(Detractors)/(COUNT(Promoters)+COUNT(Passives)+COUNT(Detractors))))*100

Then it should give you the NPS score for however you split it out... for example here I split it out by month based on ticket creation date, and used the actual count of promoters/passives/detractors for tooltips only:

or you can squish it all onto one chart and have a double axis so that you can see the score, as well as how many of each type of response you had...

Anyway, hope that helps point you in the right direction! And apologies in advance if this needs tweaking a bit - we don't actually have an NPS field in the ticket, so I faked the above data a bit just to demo 😀