NPS score calculation

[priya110]

Hi ,

I'm trying to understand how the asmt_nps_result table gets updated. After some investigation, I found that the Survey Core Util script include contains a calculateNPS function, which seems relevant. However, I haven’t been able to trace the exact logic or rules that trigger this function.

If anyone has insights or can point me to where this function is invoked, I’d really appreciate the help.

Thanks in advance!

[Rafael Batistot · Accepted solution]

Hi @priya110 

This explanation might help you understand 

https://www.servicenow.com/products/customer-service-management/what-is-net-promoter-score.html#how-...

[Rafael Batistot · Accepted solution]

Hi @priya110 

This explanation might help you understand 

https://www.servicenow.com/products/customer-service-management/what-is-net-promoter-score.html#how-...

[kaushal_snow · Accepted solution]

Hi @priya110 ,

The Survey Core Util script include contains the calculateNPS() method, which performs the Net Promoter Score logic.... However, ServiceNow does not provide a direct reference or visible trigger that invokes calculateNPS().... The function is used internally, and the platform handles its execution within backend survey processing workflows or scheduled jobs....

Check this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830138

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Bhuvan]

@priya110 

You can refer below documents,

https://www.servicenow.com/uk/blogs/2023/5-essential-customer-satisfaction-metrics

https://www.servicenow.com/au/products/customer-service-management/what-is-net-promoter-score.html

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/administer/survey-administrat...

You can refer below script include 'SurveyCoreUtils' - 'calculateNPS'

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@priya110 

Did you get a chance to review this as I believe provided information would answer your question.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan