Hi community,
Been looking at NPS Impact Score within our Text Analytics model which an XM scientist helped us set up a while back when we got started with text analytics. This provides us the overall impact particular topics are having on our overall NPS. I have a colleague of mine who is seeking to better understand what it’s trying to show/calculated (they are more of a statistician than I am).
The formula for it is… NPS Impact Score = (Topic Count*(Topic NPS-Overall NPS))/(Overall Count-Topic Count). This is set up as a custom metric, but was a metric encouraged by Qualtrics to monitor text analytics.
The question my colleague has is why we include the topic count as both numerator and denominator; and to that I can’t answer (it seems ok to me, but this isn’t my speciality). Surprisingly I recall a bit more documentation on the Qualtrics side when we introduced it, but now nothing seems to come up. I’d like to have more confidence around this if we were to keep using it, but can no longer see any live Qualtrics documentation, if anyone has seen anything on this? I have an offline document which confirms the formula, but doesn’t explain the metric. Cautious maybe the approach is no longer recommended either.
Anyone also use this or see anything specific to ‘NPS Impact Score’.
