Hey @ScottG,

Qualtrics has some info on calculating NPS here, but i’m not sure its exactly what you’re looking for. Your formula seems correct if your goal is to calculate the impact of a topic on your overall NPS score. In the numerator, you are looking at the impact (+/- difference to overall NPS) and frequency (number of times the topic occurred). In the denominator, you are weighing the impact against the other topics. Thus, you exclude the topic you're looking at. 

Hope this helps! I recently built a free GPT on the OpenAI store that analyses NPS scores. Feel free to try it out and compare if you get to the same result. We’re always looking for feedback. 

Hi @ScottG, I haven’t come across this metric before - would this calculation still work if one comment can be tagged with multiple topics?

By ‘Overall Count’ in the denominator, is this total number of comments or total number of tags?

@monica.c  this definitely works for comments with multiple tags. 

As for the count it should be the count of comments that mention that topic, not the number of total tags.  Noting the tag and number of comments containing that particular tag by Qualtrics should be the same count in theory, as each tag is only associated once - at least in our set up. 

Hi @ScottG, thanks for your response.

I’m not sure I fully understand though. Would “the count of comments that mention that topic” not be the Topic Count rather than the Overall Count?

If we take a dummy example:

Out of 10 comments, 8 comments are tagged with Topic X and 4 comments are tagged with Topic Y.

In the denominator for calculating the Impact Score of Topic X, would it be 10-8=2 or (8+4)-8=4? Or neither, if I’ve misunderstood?

Resurrecting this thread to ask if anyone has run into the Topic Count and Record Count matching, resulting in a denominator of 0.

If you have, how did you rectify it?

I think I had something similar (but maybe misinterpreting). 

I created a custom field in my dashboard settings called ‘Topic Representation’ as follows: 

count of total responses / count of response * 1

In the above, the count of total response is all responses on my dashboard the count of response is filtered with my topic field and selected to ‘all’. 

I then created a widget on my dashboard (a number chart) and included my Total Representation custom metric. 

Finally I added a filter to my dashboard. 

Therefore, if I was to select ‘Topic X’ on my dashboard filter, my number chart widget tells me the percentage contribution to all NPS responses. 

Hope this helps/answers the question.

Thanks

Harry

Thanks Harry.

Not quite, I likely did no explain correctly,

I built my Impact Score custom metric, following the guidelines mentioned in the OP. 

However, it never displayed in the widgets and when I asked Qualtrics Support to invesitgate, they shared that my Topic Count and my Survey Response Record count matched eachother, causing the (Overall Count - Topic Count) to equal 0, hence making the calculation impossible:

 (Topic Count*(Topic NPS-Overall NPS)) / 0