Salesforce Surveys and Net Promoter Score

For Executives

Within Salesforce, surveys can help you collect feedback from customers to gain valuable insights about your company’s performance. If you want to learn how to automate the survey sending process to make it more flexible within Salesforce, check out our latest article.

Typically, organizations send surveys at the end of an engagement to measure a client’s overall satisfaction. They want to learn how they did and if their customer is happy with the products or services they provided. These types of surveys can pinpoint specific practices that work as well as ones that don’t work from your clients’ perspectives. 

However, there is another way that you can use surveys – to measure your company’s potential. And you can do this with a single question:

On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?

The results from this question can be compiled to determine your company’s Net Promoter Score. In this article, we will explore what this means and how you can use it to grow your business.

What Is A Net Promoter Score?


In short, a Net Promoter Score is an industry-proven metric used to measure a company’s potential to succeed. Based on the question above, customers are grouped into three categories:

  • Detractors – Score of 0-6
  • Passives – Score of 7-8
  • Promoters – Score of 9-10

The idea is that detractors will damage your chances at success, passives will have little impact, and promoters will increase your standing. You can calculate your Net Promoter Score by subtracting the percentage of clients who are detractors from the percentage who are promoters. The result is an index between -100 and 100.

What Does This Score Mean?


With the right resources and tools, you can analyze your Net Promoter Score to identify issues for improvement and assets for further investment. Many companies use this metric to evaluate performance because it is easy to calculate and understand. 

A negative score indicates that many of your customers are detractors. This means that there are clients out there who will likely not buy from you again and may even spread bad reviews about your company, hurting your band.

On the other hand, a positive score means that many of your clients are promoters that you can leverage to bring in further revenue. They will likely be repeat customers and can even bring you additional customers through referrals.

Depending on where you fall on the spectrum, you can adjust your business practices and strategy to improve your score and continue growing. 

Using Your Net Promoter Score


Once you have your Net Promoter Score, you can then use it to improve your business. If you are not satisfied with your score, you can isolate and work on your weaknesses. Likewise, if you are satisfied with your score, you can identify and continue leveraging your strengths. However, this is easier said than done. How do you surface the contributing factors to your high or low scores?

If you are relating your surveys to objects in Salesforce (link), you can create report types that allow you to report on survey results in more depth. For instance, you can check which types of Opportunities or Projects have high ratings and which ones have low ones. You can isolate which of your employees or teams are responsible for the high or low scores and interview them to figure out just what caused the respective rating. By doing this, you can adjust your processes to eliminate negative feedback and capitalize on positive feedback.

If you’d like some assistance making the most out of your data, you can contact us online for assistance! We can help you set up surveys, reports, and dashboards to monitor and analyze your Net Promoter Score over time. Just let us know what you need and we can make it happen!

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