What's happening?
On 5 January 2020 we are improving the way historical transactional Net Promoter Scores are reported on your Monthly Customer Satisfaction Report (the one sent out on the 1st of each month) and on your NPS Gauge and League Tables. This will result in some of your past Net Promoter Scores changing slightly.
The Net Promoter Scores that may change are those shown in the two charts on your Monthly Customer Satisfaction Report and also on the NPS Gauge and League Tables when you use &period=yyyy-mm to view Net Promoter Scores for a previous month.
We are making two changes:
- Updating the NPS for all past months from '30-Day NPS' to 'Calendar NPS'. This means the surveys used to calculate a month's NPS will be those received during that month (rather than the 30 days leading up to the end of that month).
- Regularly updating the NPS for all historical months to take into account changes to the underlying survey data (e.g. fixing invalid surveys).
Both of these changes are explained in detail below.
Key takeaway. From 5 January 2020, the NPS for all your past months will be based on the surveys received in that calendar month. The NPS shown on your Gauge and League Tables for the current month will remain based on the surveys received in the previous 30 days.
Why are we making this change?
At the start of CIOPulse's life we made a decision to report prior months on a 30-Day basis. This meant that all Net Promoter Scores reported on the Gauge, League Tables and Monthly Customer Satisfaction Report for current and past months would be 30-Day Net Promoter Scores.
The drawback of this approach is that the NPS for months with 31 days ignores the surveys from the first day of the month. And the NPS for February includes some surveys that were also included in January.
Based on customer feedback and problem management (we receive lots of requests like this: "I've calculated the NPS for February as 61, why does CIOPulse report 58?"), we've decided that Calendar NPS for prior months will be more logical and easier for all to understand.
And because historical Net Promoter Scores can change (see below for an explanation), we've also decided to regularly recalculate historical scores so that they remain accurate and reflect changes to the underlying survey data
Key Takeaway. This change will make the Net Promoter Scores of historical months more logical (easy to understand) and more accurate.
1. Updating the NPS for all past months from 30-Day NPS to Calendar NPS
Current Month Net Promoter Scores
The Net Promoter Scores shown on the Gauge and League Tables when viewing the current month are based on the surveys received in the last 30 days. We call this a '30-Day NPS'. Your 30-Day NPS is recalculated twice a day.
For example, if today is the 15 October, your Gauge and League Tables will show Net Promoter Scores based on surveys received between 16 September and 15 October (30 days).
This is not going to change.
Historical Month Net Promoter Scores
Prior to 5 January, the Monthly Customer Satisfaction Report (sent out by CIOPulse on the 1st of each month) shows the 30-Day NPS for the month being reported on and the 30-Day NPS for each of the last 12 months. Similarly, on the NPS Gauge and League Tables, if you use &period=yyyy-mm to view a previous month, the NPS displayed is a 30-Day NPS.
For example, for February 2019 the 30-Day NPS is based on the surveys received between 30 January and 28 February (30 days).
This is going to change from 5 January.
From 5 January 2020, all your historical Net Promoter Scores will be based on surveys received during that calendar month.
For example, for February 2019 the NPS will be based on the surveys received between 1 February and 28 February.
Net Promoter Scores on Interactive Dashboards
If you use the Net Promoter Score Analysis dashboard (&dashid=NPSAv2) or Agent NPS dashboard (&dashid=AGNPSv1), you will find an Aggregation filter. When the filter is set to 'Monthly', the Net Promoter Scores shown on the charts are based on the the surveys received in each calendar month.
For example, for February 2019 the NPS shown on the dashboard is based on the surveys received between 1 February and 28 February.
This is not going to change.
Key Takeaway. From 5 January 2020, all historical Net Promoter Scores shown on your NPS Gauge (with &period=yyyy-mm), League Tables and on your Monthly Customer Satisfaction Report, will change from 30-Day NPS to Calendar NPS.
2. Regularly updating the NPS for all prior months
Prior to January 5, the historical Net Promoter Scores shown on your Monthly Customer Satisfaction Report (the one we send out on the 1st of each month), and on your NPS Gauge and League Tables when you use the &period=yyyy-mm parameter, are static snapshots. Once the snapshot is calculated it is never recalculated. If the underlying survey data changes after that month, the reported NPS will not change.
This is going to change from 5 January.
From 5 January 2020 onwards, the NPS snapshots for all your historical months (which will become Calendar NPS instead of 30-Day NPS) will no longer be static. We will recalculate the historical snapshots every day.
Why are we doing this? Because historical Net Promoter Scores can change. There are a few things that alter the number of surveys in a prior month, and that can therefore change the NPS for that month. These are:
- Fixing an invalid survey after the month that the invalid survey was received. Because invalid surveys are not used in Net Promoter Score calculations, this will increase the number of surveys in the month the invalid survey was received.
- Reassigning surveys from one Support Group to another. This will not impact your top-level NPS, but it will impact the number of surveys for each of the two Support Groups in the month the reassigned survey was received.
- If a duplicate survey is received within 30 days of the original survey, and the original and duplicate surveys were received in different months, this will reduce the number of surveys in the month of the original survey (the original survey is deleted).
- If you ask us to delete a valid survey after the month that survey was submitted. This will reduce the number of surveys for the month the deleted survey was received.
Because these four things can change the number of surveys used to calculate the Net Promoter Score for a prior month, we are going to recalculate your Net Promoter Score snapshots every day. They will no longer be static snapshots.
Key Takeaway. The number of surveys in a prior month can change. For this reason we are going to start regularly recalculating your historical Net Promoter Scores.
Summary of what's changing and what's staying the same
The table below summarises these changes.
| Information | NPS Gauge & League Tables (without &period = parameter) |
NPS Gauge & League Tables with &period=yyyy-mm, Monthly Customer Satisfaction Report |
NPS Analysis Dashboard (&dashid=NPSAv2), Agent NPS Dashboard (&dashid=AGNPSv1) |
|---|---|---|---|
| No change | Change | No change | |
| Until 4 January 2020 | 30-Day NPS (Timezone = local*. Updated twice a day) |
30-Day NPS (Timezone = local*. Static snapshot) |
Calendar NPS (Timezone = GMT*. Calculated live) |
| From 5 January 2020 | 30-Day NPS (Timezone = local*. Updated twice a day) |
Calendar NPS (Timezone = local*. Updated twice a day) |
Calendar NPS (Timezone = GMT*. Calculated live) |
* The exact start and end times of each month are based on timezone. For the NPS shown on the NPS Gauge, League Tables and Monthly Customer Satisfaction Report, the start and end times of each month are defined by your local timezone (set in your Portal Preferences). In contrast, when viewing Calendar Net Promoter Scores in an interactive dashboard (by setting the Aggregation filter to 'Monthly'), the start and end times of each month are GMT.
What do I have to do?
What do you need to do?
- Understand the change and why we're making it.
- Be prepared to see minor variations to your historical Net Promoter Scores.
- Communicate the change to other interested parties in your organisation as you see fit.
In general, you will find the 30-Day NPS and Calendar NPS will be the same for months with 30 days* (April, June, September, November). But it is likely to differ for February and for the months with 31 days (January, March, May, July, August, October, December).
(* Due to us updating historical snapshots, the NPS for months with 30 days may also change. This is explained above).
Key Takeaway. The changes to your top-level Net Promoter Scores are likely to be minor.