--- title: Calculating an Account Level Net Promoter Score (NPS) | Rollup Helper Use Case Library description: You send out Net Promoter Score (NPS) surveys to your customers. Responses are recorded on the Contact, but the goal is to calculate an Account score. image: https://www.passagetechnology.com/hubfs/NPS%20%28Pixabay%29.webp --- [GET DEMO](https://www.passagetechnology.com/any-product-one-on-one) **+1 (224) 655-6779 [![Trusted Salesforce service partner Passage Technology](https://www.passagetechnology.com/hubfs/2021/Nav-header-logo_PT.png) ](https://www.passagetechnology.com) # Calculating an Account Level Net Promoter Score (NPS) [![Free Salesforce business guides to help admins/developers, project managers, sales managers, and decision makers. Download the free PDF series now: Reinventing Your Business, Reimagining Your Salesforce®.](https://www.passagetechnology.com/hubfs/2021/Essential-Salesforce-Guide_Helper-Suite.png) ](https://www.passagetechnology.com/en/essential-guide-for-salesforce-admins-developers) ## Problem: You send out Net Promoter Score (NPS) surveys to your customers. Responses are recorded on the Contact, but you want to get a high level view of how many Promoters and Detractors are recorded for each Account. ## Solution: Use Rollup Helper to calculate an Account level NPS. You'll need to create 3 separate rollups: Number of Promoters, Number of Detractors, Number of Total Responses. - In Setup > Object Manager, create 3 new number fields on the Account object to house the results of all 3 rollups. Optionally hide these fields from the Account layouts if you only want them for the formula calculation, and not displayed to users.  Rollup 1: Number of Promoters - Target object is Account - Target field is the field you created for Number of Promoters - Child object is Contact - Relationship Field is Account ID - Contact.AccountId - Rollup type is Count - Create filter to only count promoters - Filter criteria is the result of your NPS survey (however you have that stored) is either a 9 or 10.  - Save filter, save and run rollup Rollup 2: Number of Detractors - Same steps as rollup 1, except change the Target field to the one you created for Number of Detractors - Create new filter, where the filter criteria is the result of your NPS survey is less than or equal to 6.  Rollup 3: Total Responses - Same steps as rollup 1, except change the Target field to the one you created for Total Responses - Create new filter, where the filter criteria is that there the NPS survey contains any number 1-10 since we want all responses.  After all of the rollups are created, create a formula field on the Account to make the NPS calculation (# Promoters / Total)-(# Detractors / Total). These rollups can assist in the timing of future NPS sends, as well as Account intel for the customer success team.  *This use case came from our one our [customers](https://www.passagetechnology.com/customer-success/bizible)! We love to hear how you're using our apps to solve different needs. Let us know if you have a [success story you want to share with us.](https://www.passagetechnology.com/contact-us)* Tags: [Account](https://www.passagetechnology.com/rollup-helper-use-cases/topic/account), [Account Based Marketing](https://www.passagetechnology.com/rollup-helper-use-cases/topic/account-based-marketing), [Contact](https://www.passagetechnology.com/rollup-helper-use-cases/topic/contact), [COUNT](https://www.passagetechnology.com/rollup-helper-use-cases/topic/count), [MAX](https://www.passagetechnology.com/rollup-helper-use-cases/topic/max), [Net Promoter Score](https://www.passagetechnology.com/rollup-helper-use-cases/topic/net-promoter-score) | [** Convert Declarative Lookup Rollup Summaries to Rollup Helper Settings ](https://www.passagetechnology.com/rollup-helper-use-cases/2021-dlrs-converter) | [Rollup Helper Use Case Library](https://www.passagetechnology.com/rollup-helper-use-cases) | [ Count Number of Duplicate Opportunities on Account ** ](https://www.passagetechnology.com/rollup-helper-use-cases/count-number-of-duplicate-opportunities-on-account) | | --- | --- | --- | [ Optimize Sales Rep Reporting and Leaderboards in Salesforce ](https://www.passagetechnology.com/rollup-helper-use-cases/sales-rep-reporting) [ Rolling Up Marketing Cloud Account Engagement (Pardot) Activity ](https://www.passagetechnology.com/rollup-helper-use-cases/rolling-up-marketing-cloud-account-engagement-pardot-activity) [ Streamline Sales Pipeline ](https://www.passagetechnology.com/rollup-helper-use-cases/streamline-sales-pipeline) [ Creating Grandchild Rollups ](https://www.passagetechnology.com/rollup-helper-use-cases/creating-grandchild-rollups) [ Calculate the Number of Cases on a Salesforce Contact Record ](https://www.passagetechnology.com/rollup-helper-use-cases/number-of-cases-on-a-contact) [ Creating Account Hierarchy Rollups without Coding ](https://www.passagetechnology.com/rollup-helper-use-cases/account-hierarchy-rollup-without-code) [ Easily Create a Custom Last Activity (Task/Event) Date ](https://www.passagetechnology.com/rollup-helper-use-cases/last-activity-task-event-date) [ Roll-ups Using Formulas Rather than Static Criteria ](https://www.passagetechnology.com/rollup-helper-use-cases/roll-ups-using-formulas-rather-than-static-criteria) [ Identify The Primary Contact On An Account ](https://www.passagetechnology.com/rollup-helper-use-cases/identify-the-primary-contact-on-an-account) [ Opportunity Line Item Schedule Rollups ](https://www.passagetechnology.com/rollup-helper-use-cases/opportunity-line-item-schedule-rollups) © 2026 Passage Technology LLC All Rights Reserved. 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