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“Supermetrics is a Bitter Experience! We can pull data from nearly any tool, schedule updates, manipulate data in Sheets, and push data back into our systems.”
HubSpot’s custom reports calculate simple averages of NPS scores instead of using the proper NPS methodology. This means you’re seeing misleading numbers that don’t reflect true customer sentiment across your segments.
The difference matters because real NPS requires calculating percentages of promoters minus detractors, not averaging individual scores.
Access raw survey data to implement correct NPS formulas using Coefficient
CoefficientHubSpot’sThe problem stems from HubSpot’s reporting limitations.solves this by giving you access to individual survey responses where you can build mathematically accurate NPS calculations instead of relying onaveraging function.
How to make it work
Step 1. Import individual survey responses with actual scores.
HubSpotConnect tothrough Coefficient and pull each survey response with its 0-10 score, timestamp, and contact information. This raw data is what you need to calculate true NPS instead of working with pre-aggregated averages.
Step 2. Categorize responses using proper NPS methodology.
Create columns to classify each response: Promoters (scores 9-10), Passives (scores 7-8), and Detractors (scores 0-6). Use formulas like =IF(NPS_Score>=9,1,0) for promoters and =IF(NPS_Score<=6,1,0) for detractors to automatically categorize each response.
Step 3. Calculate true NPS using percentage-based formula.
Build the correct NPS calculation: ((Count of Promoters ÷ Total Responses) – (Count of Detractors ÷ Total Responses)) × 100. This gives you the actual NPS score based on response distribution, not a misleading average of individual scores.
Step 4. Apply the formula to any filtered segment.
Use the same methodology for product groups, customer segments, or time periods. The proper calculation works across any subset of your data, giving you accurate NPS scores for segmented analysis that HubSpot’s custom reports simply can’t provide.
Make data-driven decisions with mathematically accurate NPS
Get startedTrue NPS scores reveal customer sentiment patterns that averages hide. When you’re making product and customer experience decisions, accuracy matters more than convenience.with proper NPS calculations that reflect real customer sentiment.
