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

[Linda Kendrick]

on Eureka...

[Linda Kendrick]

On the Overview tab there is a link 'Report a Problem'. Be sure to use to report the problem.

[hanaphouse]

Do you guys know if there is a tool available for the Helsinki version?

[Linda Kendrick]

Doesn't look like it yet for the Helsinki according to the share site.

[lmundere]

Hello Linda, do you know if this implementation works for Istanbul or any other way to produce NPS report by simply using the reporting module? This solution did not work for me.