Using the TaskRay Feedback Form to Capture NPS

What is NPS?

Net Promoter Score (NPS) is a widely used metric for many businesses to understand their customers' experiences; mainly, to measure their overall satisfaction with their purchase and loyalty to the company. 

NPS is measured by a simple question with a 0-10 rating:

How likely are you to recommend [x] to a friend or colleague? 

Many companies will add a secondary, open-ended question for insight into a customers score, along the lines of:

What is the reasoning for your score?

Customers fall into 1 of the 3 categories below based on their response:

• Promoter (Rating of 9-10): Satisfied, enthusiastic, loyal customers who will continue to buy and promote growth through word-of-mouth and referrals
• Passive (Rating of 7-8): Satisfied but unenthusiastic customers who are open to competing offers
• Detractor (Rating 0-6):  Unsatisfied customers who likely won't repurchase, inhibit growth and can damage your brand through negative word-of-mouth

After the results are in, NPS is calculated by the following:

NPS = % Promoters - % Detractors

NPS can range from -100 to 100, and generally any score over 0 is a good score. 

You can take advantage of NPS by measuring it at the end your customer onboarding process by using the TaskRay Onboarding Feedback Form. 

How to Measure NPS with the Onboarding Feedback Form

This section will outline all the steps to configure TaskRay to capture NPS using our out-of-the-box Onboarding Feedback Flow.

Below are the high-level steps for configuring TaskRay for this use case:

1. If you have not done so already, complete the initial setup outlined in this article: Onboarding Feedback Form.
2. Add NPS Field(s) to the TaskRay Project 
3. Customize the Onboarding Feedback Flow

Add NPS Field(s) to the TaskRay Project

Create the NPS Score Field

1. From Setup, navigate to:
   • Lightning: Objects and Fields | Object Manager
   • Classic: Create | Objects
2. Open the TaskRay Project.
3. Under Fields and Relationships, click on New.
4. For field type, select Picklist.
5. Click Next.
6. Enter a Field Label (i.e. "NPS Score").
7. For Values select Enter values, with each value separated by a new line
8. Enter values 0 through 10, with each value on its own line
9. Make sure the Restrict picklist to the values defined in the value set checkbox is checked.
10. Field Name should automatically generated based on the Field Label you entered.
11. [Optional] Enter a Field Description.
12. [Optional] Enter Help Text.
13. Click Next.
14. Select the profiles to which you want to grant edit access to this field via field-level security.
15. Click Next.
16. Select the page layouts that should include this field.
17. Click Save.

[Optional] Create the NPS Reasoning Field

1. If you are not already on the page from Setup, navigate to:
   • Lightning: Objects and Fields | Object Manager
   • Classic: Create | Objects
2. Open the TaskRay Project.
3. Under Fields and Relationships, click on New.
4. For field type, select Text Area, or another text field.
5. Click Next.
6. Enter a Field Label (e.g. "NPS Reasoning").
7. The Field Name should automatically generate based on the label that you enter.
8. [Optional] Enter a Field Description.
9. [Optional] Enter Help Text.
10. Click Next.
11. Select the profiles to which you want to grant edit access to this field via field-level security.
12. Click Next.
13. Select the page layouts that should include this field.
14. Click Save.

Customize the Onboarding Feedback Flow

Open the Onboarding Feedback Flow

1. From Setup, navigate to:
   • Lightning: Platform Tools | Process Automations | Flows
   • Classic: Build | Create | Workflows & Approvals | Flows
2. Select the TaskRay Customer Onboarding Feedback Flow.
   • Note: If you installed TaskRay prior to the March 2022 release, you will see two TaskRay Customer Onboarding Feedback Flows. Select the Flow that is not marked as a template.
   • Tip! Add 'Deprecated' to the name of the template Customer Onboarding Feedback Flow so it is easy to distinguish the old and new Flows in the future.

Modify the Flow to Gather the NPS Score

1. In the Flow Builder, click on the Onboarding Feedback Form screen element under Valid Project branch.
   • Note: If your company customized the Onboarding Feedback Flow, you may need to select a different component.
2. Click Edit Element. 
3. In the left sidebar of the modal, select Components.
4. Search for Picklist and click on it to add it to the screen.
5. In the right sidebar, enter a Label (e.g. "How likely are you to recommend [x] to a friend or colleague?")
6. API Name should automatically generated based on the Label you entered.
7. [Optional] Check the Required checkbox to require the field.
8. For Data Type, select Text.
9. Ensure Let Users Select Multiple Options is set to No.
10. For Component Type, select Picklist.
11. For Choice, click into the search box and select New Choice Resource.
12. Set the Resource Type to Picklist Choice Set.
13. Enter an API Name (e.g. "NPS_Score")
14. For the Object, select TaskRay Project.
15. Set the Data Type to Picklist.
16. For Field, select the field you created in the section above (e.g. "NPS Score")
17. Click Done.

[Optional] Modify the Flow to Gather the NPS Reasoning

1. If you are not already on the element, in the Flow Builder click on the Onboarding Feedback Form screen element under Valid Project branch.
   • Note: If your company customized the Onboarding Feedback Flow, you may need to select a different component.
2. Click Edit Element. 
3. In the left sidebar of the modal, select Components.
4. Search for Text and click on it to add it to the screen.
5. In the right sidebar, enter a Label (e.g. "What is the reasoning for your score?")
6. API Name should automatically generated based on the Label you entered.
7. [Optional] Check the Required checkbox to require the field.
8. Click Done.

Map Responses to the Project Fields

1. In the Flow Builder, click on the Assign Feedback to Project Fields element under Onboarding Feedback Form element. 

1. • Note: If your company customized the Onboarding Feedback Flow, you may need to select a different component.
2. Click Edit Element.
3. Click Add Assignment.
4. Click into the Variable search box for the new Assignment and select the Record (Single) Variables option, recordvarTaskRayProject, then NPS Score.
5. Ensure the Operator is set to Equals.
6. Click into the Value search box and search for and select your NPS Score screen element (e.g. "How likely are you to recommend [x] to a colleague or friend?")
7. If you included a NPS Reasoning field, continue through the next steps. If not, skip to Step 12.
8. Click Add Assignment.
9. Click into the Variable search box for the new Assignment and select the Record (Single) Variables option, recordvarTaskRayProject, then NPS Reasoning.
10. Ensure the Operator is set to Equals.
11. Click into the Value search box and search for and select your NPS Score screen element (e.g. "What is the reasoning for your score?")
12. Click Done.

Populate the Results on the Project Record

1. In the Flow Builder, click on the Input Onboarding External Feedback apex action under the Assign Feedback to Project Fields element. 
   • Note: If your company customized the Onboarding Feedback Flow, you may need to select a different component.
2. In the Fields to Update, enter the API Name for the NPS Score field and NPS Reasoning field, if applicable (e.g. "NPS_Score__c" and "NPS_Reasoning__c").
   • Note: API names should be separated by a comma
3. Click Done.

Save Your Changes

1. In the upper, right corner of the Flow Builder, click Save As.
2. Select Save As New Version, if available.
3. Enter a Flow Label if the field is not populated.
4. The API Name should automatically populate based on the Flow Label entered.
5. Click Save. 

Activate the Flow

That's it! The last thing that you will need to do is activate the process. To do so, click Activate in the top right corner of the page. 

You can now test it out in TaskRay!