Hi Community,I’m building a dashboard of a journey that has multiple touchpoint and multiple NPS metrics. Is there any document or prove on how the Overall NPS is supposed to be shown in Dashboard? The big number chartOne of my stakeholder saying NPS should be shown of the last touchpoint because that’s where the customer has experience everything and having the fullest feeling about the services.Thank you in advance!

Hi guys@ScottG@Rishabh_Singh05@ash123Thank you for your responses!I’ve been asking info recently with a Qualtrics XM Scientist and this is his response“1/ On a customer journey, can the transactional NPSs of all the touchpoints be summed upto the Relational NPS? (As far as I know, it is not.)I could see why this question would come up. People generally think that the sum of the experiences "experienced" across transactions will sum up to a relational measure. If the company is very transactional focused then the interactions on those transactions will be seen as the single most important aspect of a customer's experience.I would agree with you that this is not a replacement for a relational measure. A customer's relationship with an organizationis made up of many more aspects than just the experience of the transaction. Some of these could include:Brand reputationProduct qualityCustomer communications (outside of transactions)PersonalizationTransparencyCommunity approachApproach to Equality, Diversityand Inclusion.Environmental stance2/ Can we use a ratio/weight for transactional NPS of more or less important touchpoints to have a more accurate relational NPS result? Is this acceptable?I generally advise against blending metrics but if all of the measurements are NPS then I don't see any issue with the weighting of certain touchpoints against others. This is a form of prioritization and this is a good practice. Organizationsshould not try and fix all of their issues and there will be some that are more critical to the experience than others. What this does do is complicate communication of the NPS results but I think conversations around which touchpoints are a priority for the customer and for the organizationis ultimately a good thing. “So rNPS can be shown as a big overall number and tNPS should be placed on journey map to identify gap. I think this is good enough to convince my client on what to do.Many thanks,

@dxconnamnguyenI’ve seen it done both ways; and not seen documentation on the Qualtrics end in regards to dashboards. I know many who prefer to consider the last measure as the primary one - however in my experience and through BAIN methodology who created NPS the main measure or overall score would be the combined average across all touchpoints, not the final one. This is the method I follow myselfYou might like to refer to documentation by BAIN on this, perhaps check out figure 2 on page 5 of the following.BAIN_BRIEF_Mastering_the_episodes_that_count_with_customers.pdfThe other argument for not making it the last touchpoint; is that is skewed more positively typically as it only includes people who successfully made it through the full journey.

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