1 Reply Latest reply on Nov 13, 2018 9:54 AM by Shinichiro Murakami

    Calculating a Weighted NPS

    Mirja Tague

      Hello Everyone -

       

      I am trying to create a calculation that accounts for sample size and NPS (Net Promoter Score).  In short my current calculation gives equal weight to all NPS scores (every respondent has the same weight), however what this results in is some accounts with huge volumes of responses either dramatically decreasing or increasing the overall score.  My goal is for each account, regardless of how many responses they have, to have one aggregated score so all accounts have equal weight when calculating an annual NPS over time.  Please note the goal is not to have an average as NPS is actually a  calculation of (% Promoters)-(% Detractors) with Promoters having scores of 9 or 10 and Detractors having scores of 6 and under.

       

      Current NPS Calculation:

      ((sum(if [Value]>=9 then 1 else 0 end)-sum(if [Value]<=6 then 1 else 0 end))/sum(if ISNULL([Value]) = FALSE then 1 Else 0 End))*100

       

      I have attached a twbx and am hoping someone here has a creative solution for how to equalize weights across accounts.

       

      Thanks in advance for any help!