KPIs: Capturing the Net Promoter Score (NPS)

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KPIs: Capturing the Net Promoter Score (NPS)

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This article shows you how to activate and configure the Net Promoter Score plugin in Mapp Tag Integration. Furthermore, it discusses possible analyses in Mapp Intelligence.

Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a correlated key figure suitable for depicting a company's success. It is determined through a survey and can be displayed with Mapp Tag Integration.
The share of promoters (supporters) and detractors (critics) is measured by asking a representative group of customers the following question: "How likely are you to recommend company/brand X to a friend or colleague?"
Responses are measured from 0 (unlikely) to 10 (very likely). Customers are labeled as promoters if they have answered 9 or 10 and as detractors if they have answered 0 to 6. Customers who answered with 7 or 8 are said to be "indifferent".

The score is calculated as a percentage by measuring the number of promoters and detractors. This value has a maximum of +100% and a minimum of -100%.

Pre-configuration

The following requirements must be met:

Mapp Tag Integration must be implemented.
At least 1 spare session parameter must be available.
At least 1 spare User category must be available.

Configuration for the data collection

The following categories and parameters are filled through the NPS plugin and are set up in this article:

Configuration	Name	Description
Session Parameter	NPS Session	(Mandatory) Tracks the submitted evaluation values (0-10) within a session.
	Qty NPS Session	Automatically created upon saving the NPS Session, this indicates how often this parameter has been submitted.
	NPS Session Feedback	Tracks the free text input feedback in a session and is available as an analysis in Visitors > Session Parameters
	Qty NPS Session Feedback	Automatically created upon saving the NPS Session Feedback, this indicates how many times this parameter has been submitted.
User Categories	NPS URM	Tracks the last evaluation (0-10) of a user.
User Categories	NPS URM Feedback	(Mandatory) Tracks the last feedback of a user.

Configuration for later analyses

Configuration	Name	Description
Custom metric	NPS Qty Promoters	How often did we track the parameter “NPS Session” with a value >8
	NPS Qty Indifferent	How often did we track the parameter “NPS Session” with a value =7 or 8
	NPS Qty Detractors	How often did we track the parameter “NPS Session” with a value <7
Custom formula	NPS Session Average	What’s the average rating over multiple users? Based on the parameter “NPS Session”.
Segments	NPS Promoters	All users who selected a value >8 in their last evaluation. Based on User Category “NPS URM”.
	NPS Indifferent	All users who selected a value of 7 or 8 in their last evaluation. Based on User Category “NPS URM”.
	NPS Detractors	All users who selected a value <7 in their last evaluation. Based on User Category “NPS URM”.

Creating custom parameters

NPS and NPS comments can be tracked through a session parameter. These can be analyzed later.

The creation of a parameter is done at Mapp Q3 > Configuration > Custom Parameters > Session Parameter > Create New Custom Parameter.
Select "Net Promoter Score" and "NPS Feedback" as "Preconfigured" and choose an appropriate title for both parameters.

Creating a User category

NPS and NPS comments (optional) can be tracked through a User category. They later can be shown for each user. Only the last evaluation can be analyzed.

Creating a User category is done at Mapp Q3 > Configuration > Categories > User Categories > New Category.

Metrics and formulas for the score calculation

You should set up your own metric and formula in Mapp Intelligence for the final score calculation and more straightforward analysis.
Creation through Custom Figures > Custom Formula.

Creating custom metrics

Custom metrics serve as components of the formula, and they can also be added to any analysis. The filtering happens through a session parameter.

NPS Qty Promotors

NPS Qty Indifferent

NPS Qty Detractors

Example: Custom metric on "Visits" basis

Formula for the score calculation

With help of the just created metrics you can now create the formula:

If necessary, the completed formula should be released for other logins in user management. The training document Custom Figures provides more information on creating custom formulas.

Creating segments based on the User category

So that users can easily be analyzed and, e.g., with the help of Mapp Marketing automation targeted, you should create segments based on the User category. Create your segments through Mapp Segment Manager > Create new segment.

NPS Promoters

NPS Indifferent

NPS Detractors

Mapp Tag Integration

Adding the Net Promoter Score plugin to a container

In Tag Integration, you can add the "Net Promoter Score" Plugin. Click on Tag Integration, choose a container, click on Add Plugin, and select Net Promoter Score:

Configuration Basic

Determine the categories in the basic settings as well as further detailed settings regarding the properties of the NPS survey.

Configuration Element

Determining the elements and their content to be shown.

Configuration Design

Configuring the visualization (design). This includes font size, background color, etc.

Rules

On which pages should the plugin be activated?

Analysis in Mapp Intelligence

What are the session parameters and User categories used for?

Session parameters are suitable for time-related analyses. Also, multiple evaluations of a user are visible.
e.g. "How did the NPS behave within the last 12 months?"
User categories solely show the last evaluation of a user
e.g. "Which users belong to our promoters?"