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Support for NPS (NetPromoter Score)

Related products:Freshdesk
  • April 7, 2016
  • 16 replies
  • 54 views
P
Contributor

It's interesting that a brand new survey system was rolled out but it's left out one of the most prevalent surveying systems/scoring methods out there. 


https://support.freshdesk.com/support/solutions/articles/215320-what-has-changed-in-the-new-satisfaction-survey


Is there any chance that NPS is being worked into the system?

16 replies

D
Contributor
  • dinesh.singh
  • Contributor
  • December 2, 2016
FreshDesk is considered a Customer Support Portal and a lot of companies would like to apply the standard practice of capturing NPS. Please make way for NPS in the in-built survey. This is very important.

Aslo Can please provide the flexibility in the survey to opt for a number mechanism apart from just the options currently available. There is no overall survey result that can be derived from this.

 

A
Contributor
  • adam.feldman
  • Contributor
  • December 3, 2016
This would definitely be worth while for the majority of Freshdesk Users.
S
Apprentice
  • sflaherty
  • Apprentice
  • March 7, 2017

+1

E
Community Debut
  • elias.frison
  • Community Debut
  • June 27, 2017

Freshdesk, you have anything to say about this? Would be really nice to be able to use NPS for both the chat and the tickets. 

D
Community Debut
  • david_15875
  • Community Debut
  • June 30, 2017

+1
I googled "Freshdesk CSAT NPS" and landed here, evaluating our next ticketing system move between freshdesk and other competitors.  Currently competitors have NPS built in.


Freshdesk: be wise to have input here for future potential customers who need NPS.

P
Community Debut
  • paul_15878
  • Community Debut
  • July 2, 2017
Any word on this? I think it's an essential feature these days. After all it's a standard used across a lot of businesses. If it doesn't come soon we'll be considering other products.
P
Contributor
  • pablo
  • Contributor
  • October 6, 2017

We also want this!

C
Community Debut
+1

 

C
Community Debut
+1

 

mrenaud
Skilled Expert
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  • mrenaud
  • Skilled Expert
  • February 5, 2019

+1 +1 Any word on this? Our management wants me to implement the survey feature but they would very much like to have an industry standard like NPS. I am surprised that Freshdesk has not replied to this in 3 years...

marcus.landgren
Community Debut
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Totally agree on this! NPS is highly asked for by many customers. On top of that: how about making the Csat’s multi language capable? Today it’s a major pain to make a working solution with the Csats if you support customers with different languages. The question and the options to answer needs to be possible to localize in multiple languages.
mrenaud
Skilled Expert
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  • mrenaud
  • Skilled Expert
  • February 11, 2019

I want to second Marcus, we need surveys to be multilingual.

mikko.virta
Contributor
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  • mikko.virta
  • Contributor
  • February 13, 2019

I find it funny that even the Freshdesk blog section includes an article on NPS but Freshdesk still doesn't support it. It even has a "Try Freshdesk" CTA, but no mention about it missing the support for NPS:


https://freshdesk.com/customer-support/net-promoter-score-blog/

(Yes, I do realize that this hasn't been posted directly by FD)


Anyway, this missing feature is causing us to look at other options at the moment.

M
Apprentice
  • mark.slater
  • Apprentice
  • February 18, 2019

+1 - absolutely. 

R
Apprentice
  • robert.edgar
  • Apprentice
  • January 26, 2020
Freshdesk, Any plan to implement NPS support? Just give me the availability to get to a 0-10 scale and I will calculate it myself. This should be an easy change that won’t effect what anyone else is currently doing. Thanks Bob
    D
    Apprentice
    Forum|alt.badge.img+1
    • danielle_d
    • Apprentice
    • May 5, 2022

    Is this archived because it was solved? I have not found a solution within Freshdesk, and we do not use Survey Monkey. Any insight would be appreciated!

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