We are using the easy forms here [login to view URL] for a customer experience survey using the forms. We are however wanting to adjust it slightly so the results from the 2 question survey get displayed and broken down into results or 'scores'.
I'll explain it a little more detail:
I have attached the report template.
The first graph is self explanatory. Basically it simple tells us how many responses occurred in each score.
The average NPS score is simple the sum of the number of responses for each score X the score they gave and divided by the total number of responses. For example is a survey was done and 100 people responded. If 10 gave 5 an 60 gave 7 and 20 gave 8 and 10 gave 10 then the average NPS score would be (10 X 5) + (60 X 7) + (20 x 8) + (10 x 10)/ 100. This is 730/100 which means the average score is 7.3
The category graph shows the three groups. They are the:
Promoters - These are the number of people who have scored 9 or 10 for question 1
Passive - these are the number of people who have scored 7 or 8 for question 1
Detractor – these are the number of people who have scored 1- 6 for question 1
All we are doing here is showing the % of the total responses. So in the example above we have 10/100 who score 6 and less. This means our detractors account for 10%. We have 80/100 show scored 7 or 8 so here we have 80% who are passive and then we have 10/100 who score 9 and above. Therefore we have 10% who are Promoters.
The NPS score is the difference between the Promoters and Detractors
In this case we have 10 % promoters less 10% detractors so the score is 0
The next section is the customer experience feedback. What this section does is that it captures the comments on what the business needs to do to get the customer to give them a score of 9 or 10. What this table is showing is the comments from the people who score 1, then 2, then 3, then 4 etc.
This table is showing what is getting under the skin of people at different levels.
I hope that explains the report and process.
The second question will be What do we need to that would result in you giving us a score of 9 or 10 for the previous question.
Work Required - the best option is creating an NPS field in the Form Builder (to identify it in the system) and then create a page that is responsible for processing the answers collected by this field and painting the graphs. Unfortunately, this can't be done with the Report Builder, so we need to create a static Report page only to display the NPS results according to the sent template, too. Also, we need to implement the compatibility of this NPS field in all the system (Submission Manager, Email Notifications, etc.).
We can provide admin login to look at our easy forms development and understand how the forms are setup to setup and conduct this survey.