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

[daveo_reardon]

Full disclosure - I am the founder and CEO of the company behind CIOPulse.

First of all, it makes me happy to see you guys using Net Promoter. I'm a big fan. It's a powerful approach to improving customer sat that goes way beyond just measurement. Internal service providers who practice it are way ahead of the curve.

If you can get all the actionable insights you need from within ServiceNow, that is fantastic. If your needs are simple then keeping all the data inside ServiceNow is the way to go.

The reason our clients choose CIOPulse is simply because our solution provides them with features that make it easy to adopt Net Promoter best practice and that can't be built in ServiceNow (or are not cost-effective to replicate), e.g. sending SMS alerts to team leads when they have detractors, automatically sharing promoter feedback with teams, and providing good looking gauges and carousels for display on highly visible screens.

I hope you can do what you need inside ServiceNow. If not, we're an option.

[Linda Kendrick]

Take a look at the Net Promoter Score Widget on the Share site...

ServiceNow Share

[evanlw]

Hi Linda,

thanks a lot for the pointer!

It looks like it's only recently been added - so I'm glad it's not my searching skills that's the problem.

I'll investigate and see if it does what we need

thanks,

Evan

[Linda Kendrick]

yes, it was just added. I had been asking for the same information and ServiceNow came through. It was very easy to implement.

[evanlw]

that's good. unfortunately, I've had a few problems.

I've added some notes to the Discussion on the share item. awaiting some feedback.

Did you install on Eureka or Fuji?