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

[shivam6]

hi, @Guy Yedwab can you help NPS report in my instance. I would like to know how to integrate Explore Analytics in the instance.

[andrews]

We have been using ServiceNow to do our translational based Surveys (Survey on ticket close) in a Net Promoter style survey layout. But we haven't been able to get ServiceNow to return the results, and track them over time, as a NPS score.

I have seen a demo of a great tool specifically for doing transactional IT Net Promoter Surveys. It works with ServiceNow, if this software had existed at the time, we'd have used this instead -   http://www.cio-pulse.com

[Cort1]

You say "if it had existed at the time, you'd have used it instead". Does that mean you opted for a customized approach within ServiceNow, a different third party tool, or exporting and manipulating outside of SN?

[andrews]

We paid a 3rd party to customised the ServiceNow Surveys to a NPS style question format eg:

1. How satisfied where you (Rating from 1-10)
2. What did you like (text box)
3. What didn't you like (text box)

We also applied a "non spam" rule to the outbound email so the customer only gets one survey request in a 30 day window

In a ServiceNow dashboard we have the written feedback and the average score out of 10, and pie chart breakdown of the scores, that we can track but it we have to manually export this to Excel to work out the Net Promoter score and track

[voic]

We have been using CIOPulse for some time now, and the tool has been great. It is providing us with our real time NPS score.

It is also an easy email integration.We been receiving SMS alerts and feedbacks for happy or unhappy customers. NPS scores can also be drilled down to groups or assignments groups depending on your requirements.