We have recently launched a survey about an app for Zendesk that we plan to develop. Based on dozens of answers the main feature needed is reporting on different users segments inside of given NPS survey results.

By default the scores resulting from different consumers groups are blended and there is no way to separate them in the Results section of NPS Survey in Zendesk. However, there is a way to segment NPS results in Insights reporting system, using both user fields and user tags data. Hereby I present our use-case and the solution allowing to make custom NPS reports that I hope will be helpful for analysts present in this Community.

Challenge

First of all, we needed a report containing data on different user groups which were initially used in regular yearly NPS surveys. In 2015 we have created and imported into Zendesk 4 different statistically representative customer lists (one list for each quarter). Later in 2016 and 2017, we have conducted NPS surveys every quarter using these lists as a baseline for further comparison. Proceeding this way allows us to analyze NPS scores of these 4 consumer lists over last 3 years by comparing different NPS survey results.

Second, we wanted to get more deep analytics, so we had to build more detailed reports on NPS based on user tags. Initially, we have added labels of different quarters as tags into user samples we created in 2015 because at that time we were not so experienced in Insights reporting yet. Today we know that there is no simple way to build reports using user tags like it is possible using custom user fields.

Solution

As many of you probably know from this article reporting using ticket tags is pretty tricky in Zendesk. The same thing is with user or organization tags. To build reports you must create the core metric which will be used in the final report described below. In this demo, we will build a report about year-to-year dynamics of NPS® score and Median NPS® rating for the same customer list created in Q3 2015.

Step-by-step instructions

Following the procedure described in this article, I have created the metric # Customers with tag for NPS Q3 2015 using metric  # Consumers (NPS Q3 2015) and tag nps_q3_2015.

Then I have built the desired report:

1. WHAT – Median NPS® rating AND Net Promoter Score℠ (it's default metrics from NPS® Surveys set)
2. HOW – Quarter/Year (NPS Rated) (these are attributes from Date (NPS Rated) set)
3. FILTER – User where # Customers with tag for NPS Q3 2015 is equal to 1 AND Quarter (NPS Rated) is Q3 ( the first filter includes only customer list from our Q3 2015 research panel, the second includes only Q3 of any year)

Using # Customers with tag for NPS Q3 2015 metric as a filter allows us to build a wide range of other reports on NPS survey data. It is also possible to build this metric into the metric itself but this topic is beyond our tip.

I hope you enjoyed this tip. Happy analyzing!

P.S. I thank Nhia Lor from Tier 2 Support Team for his help in figuring this solution out.