Net Promoter Surveys with the Survey application

[evanlw]

Hi,

We have a requirement to use ServiceNow to issue Net Promoter Score (NPS) surveys to our customers.

http://www.netpromotersystem.com/about/measuring-your-net-promoter-score.aspx

We'd love to have both parts of the Survey process within ServiceNow:

• - triggering and sending surveys
• - collected data and displaying results.

The main aspects of this are:

• a single question presented as a set of horizontal radio buttons
• asking something like "would you recommend this experience to a friend"
• from "Extremely likely" (10) to "Not at all Likely" (0)
• values are from 0 to 10
• scores are then classified as:
  • 9 or 10 - Promoter
  • 7 or 8 - Neutral
  • 0 to 6 - Detractor

And the result is calculated as:

%Promoters = # Promoters / Sample size

%Detractors = # Detreactors / Sample size

and then NPS = %Promoters - %Detractors

I'm looking at ways of doing this with the standard Eureka Survey application.

A simple way of handling the raw scores for this is to use a translation for each score:

Score	Result
10	100
9	100
8	0
7	0
6	-100
5	-100
4	-100
3	-100
2	-100
1	-100
0	-100

So, if you got scores of: 10, 9, 10,9, 8, 7, 6, 5:

the normalized scores would be: 100,100,100,100,0,0,-100,-100

and the calculated average would simply be: (400-200)/8 ... or 25 - which is the correct NPS.

I can see two possible ways:

• - use the Likert Scale
  •   - good, since it displays the radio buttons
  •   - BUT - would need to have a "normalized" score created
  •   - Out of the Box, you can't enter negative values for the corresponding values described above.
• - using a Scripted asessment type, to produce a scaled version of each result.
  •   - BUT a few simple attempts show that it may be problematic to use scripted assessments for Surveys (as opposed to other assessments).

I'm wondering if simple changing the Client script which ensures the value is positive might work?

Does anyone have experience with NPS Surveys and ServiceNow?

I'd love to get this working.

If we can't, we may need to revert to our old processes - whereby the actual survey data gathering is handled via something like SurveyMonkey.

thanks,

Evan

[cjcable]

We have been sending surveys to customers using ServiceNow for a couple years. We take the responses and export them via the ODBC driver to a database where we can calculate the Net Promoter Score there. I am currently looking into how we can incorporate this logic into ServiceNow. We have just upgraded to Eureka so I'm hoping there is a way to do it in this latest version. I'll keep you posted if we find anything, Cort

[gyedwab]

Using Explore Analytics as a natively integrated reporting tool, I was able to generate the NPS based on surveys using live data, without copying the data out of ServiceNow, and without code.

Here's the report:

https://my.exploreanalytics.com/pub/view/92a4a193f5844d7f9eaaf3535e35e985

Basically, I just grouped the answers into bins (the survey I had data for was on a 0-6 scale):

And then I just added a calculated column:

Now it can be published to a ServiceNow dashboard live and drillable (if you're logged in). If you want to try it out, you can sign up for a free thirty-day trial here. I'd be happy to help set up the NPS report with your data.

[gyedwab]

Sexier way of looking at it:

https://my.exploreanalytics.com/pub/view/179177efbf1340e582f1a87780d6149f

[lmundere]

Hello Guy, this is nice, do you have an idea if this can work with just the Reporting module? I have a case to implement almost the same thing as this but for some reason my customer does not user PA.