Rollup Helper Use Case Library

Calculating an Account Level Net Promoter Score (NPS)

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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: 

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. 

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