Reporting on NPS changes

Question

We currently use Survicate for surveys, including out NPS survey, which we sync the responses back to Marketo (NPS Score and NPS Comment fields), before we run the survey again in the summer I would like to set up some kind of automated reporting that will show changes to scores of those who respond again - who scores us higher and, more importantly, whose score has gone down, so we can identify potential risks for renewal.

I had a look through some of the articles and posts but can't really see a way to either create a report showing all score changes or to create lists for "if score goes up/down add to XX list" and record the old and new score.

Does anyone have a best practice way of doing this?

Thanks

Michael_Florin-2 · Answer

Here's one idea:

Create a new field "NPS Score History", and populate it with

Trigger: Data Value Changes "NPS Score"

Flow:

If: NPS Score History is empty

Change Data Value NPS Score History: {{lead.NPS Score}}

Else:

Change Data Value NPS Score History: {{lead.NPS Score History}} | {{lead.NPS Score}}

First time somebody gets an NPS Score of 5, the History field will be "5", next time they get an NPS Score the History field will be "5 | 7". Take your results to Excel, as "Higher" or "Lower" are attributes you can't really query in Marketo.

OR: Use a third party tool to make the higher/lower calculation. Like flowboo.st.

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