NPS Best Practices: Analyzing your Net Promoter Score℠ results and taking action

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  • Jon-Paul Ciambra

    Hello Jennifer,

    I'm interested in creating the "NPS trends over customer tenure" example that you have in your article. Can you please help me with the setup?

    I would hate to send out the survey before having the correct fields in place for this type of reporting.

    Thanks in advance!

  • Ryan
    Zendesk Team Member

    Hey Jon,

    Did you run into a hangup when trying to follow the guide? I would be glad to help with that. While the guide lays out 

    I took a look into your account and didn't see a setup for the tutorial. Try out the guide, so we have something to reference, and we can help you out with any hangup!

    Check out these guides to get started on insights to use as reference points:

    1. Getting started with Good Data
    2. Other Insights Recipe's (for reference)


  • Jon-Paul Ciambra

    Thanks Ryan.

    This article is a great overview of what one can do with NPS reporting but I can't find a guide that shows me how to generate each of the example reports and what custom fields may be required for each report. 

    When I jump into the "Getting started with good data link" it looks like i need a separate good data account to download the samples. I tried using my zendesk credentials but that did not work.

    Your assistance is appreciated.



  • Ryan
    Zendesk Team Member

    Hey Jon,

    Open your Zendesk instance, Go to Reporting > Insights > GoodData link . That will authenticate you on Gooddata with your account. Once that session has been initiated, you should be able to see everything no problem!

    Let me know if you run into any pitfalls!

  • Phamyen Hsdvc

    Many thanks Jennifer for your sharing :)

    My company have applied NPS (and ask reasons for rating) in customer survey for 8 months and current NPS is about 80. (Survey and result are summarized on monthly basis.)

    We have just 2-3% detractor and it's quite stable during time. So I find it hard to analyze or make any action plan.

    Could you please recommend us for better use of NPS? Or is it necessary to keep conducting this survey?

    Look forward to your response!

    Thank you so much!

  • Nicole Saunders
    Zendesk Community Team

    Hey Phamyen - 

    I think whether or not you continue to conduct the survey really depends on what you want to get out of it. It may be useful to continue because if that number does change it could indicate a change with the way your agents provide service. 

    It really just depends on your goals. 

  • Brad Rhees

    How do I do this ^^^ ? The section seems kind of vague to me? 

    If my goal is to run an NPS survey to determine not only my organization's overall NSP score, but where we stand with our customers who are in-trial vs various levels of use/longevity with us, how do I use "custom user or organization data you create as an attribute" when I'm putting my survey and lists together? 

  • Jessie Schutz
    Zendesk Team Member

    Hi Brad!

    What we're referring to there is a custom user field or organization field that you create to identify your different types of users. Once you've created and populated that field, you can use it in this recipe to create your report.

    Let us know if you have any more questions.

  • Sep Khanbeigi

    We're looking for a way to send an NPS survey and then have a history of our follow up with the customer and their feedback in one place.

    Basically, we want to create a ticket for every NPS response that is linked to the score they gave, then tag the feedback for later reporting. Is that possible?

    Flow would work like this:

    1. NPS survey sent
    2. Customer doesn't respond, gets follow up
    3. Customer responds and a proactive ticket is created based on their response (promoter, passive, detractor) and is assigned to Customer Success Manager
    4. CSM follows up and then tags detailed feedback

    Make sense?

  • Dan Kondzela
    Zendesk Customer Advocate

    Thanks for the question, Sep.

    According to this documents 'Sister page', you can create lists of users to follow up on but this is something that would happen automatically: 

    The extent of the workflow you can implement is let the NPS survey run its course, and then create a list of the Promoter, Passive and Detractor, and then from that list create follow up emails. I hate to be the bearer of bad news in situations like this but only a portion of the workflow you're looking to implement is covered by the Add-On.


  • Gravity CX (APAC Reseller)

    I'm guessing this article needs an overhaul as it mentions Insights quite a bit.

    Question is, can these reports be created in Explore as well? Any chance of some recipes ;)

    Also, in the NPS Product, when you click on the 'Results' (ℹ︎) icon, it also says Insights instead of Explore (Just FYI - see below).

  • Brett Bowser
    Zendesk Community Team

    Thanks for the heads up Chad!

    Looks like we may have missed this one when updating your documentation :)

    I'll let the appropriate team know so they can follow up.



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