Service Titan Knowledge Base

NPS survey overviewLast updated on 02/14/2022

Purpose

This article explains what the NPS Survey is and how ServiceTitan uses survey results to improve your user experience.

At ServiceTitan, we take your feedback very seriously. We like to frequently ask you, “How are we doing?” or “What can we do better?” One of the key ways we gather that data is through our NPS Survey, which you may have seen before in your inbox:


What is an NPS Survey?

NPS (Net Promoter Score) Survey is a survey on a scale of 0 to 10 that typically asks, “On a scale of 0 to 10, how likely is it that you would refer ServiceTitan to a colleague or peer?” The number you choose will usually fall under three categories:

  • 0–6 - Detractor

  • 7–8 - Passive

  • 9–10 - Promoter

Regardless of what score you enter, you’ll have the opportunity to provide additional feedback to elaborate on why you gave that specific score. We ask that you please take a few minutes to provide this extra information so that we can better understand your answer.


Determining the final NPS Score

After you’ve collected all responses, subtract the percentage of responses that are detractors from the percentage of responses that are promoters. The difference is your NPS Score, which can range from -100 to 100. This formula can also be put as:

% Promoters - % Detractors = NPS Score

For example, if you received 100 survey responses, and the breakdown was 75 Promoters (75%), 10 Passives (10%), and 15 Detractors (15%) you would subtract 15% from 75% to receive a final NPS score of 60.


Survey schedule and response

At ServiceTitan, we feel that any and all feedback is worth hearing, so we will be sending you this survey every six months. The survey will only be open for two weeks at a time, so please complete the survey while you can. While you can only respond once per survey, please ensure you and your team are taking it every time you receive a new one. Even if it’s the same score, we want to know how you feel we’re doing!


Using the results of the Survey

NPS results contain extremely valuable data, which is why the results of ServiceTitan’s NPS Survey are one of the most important metrics we look at as a company. The results are shared internally with key stakeholders in all of our departments, from Sales to Product to Support and more, so we, as a company, know what we’re doing right and where we have room to improve. Feedback that you provide can be in regards to the product, our processes, or our services, and is shared with individual contributors, heads of departments, and all the way up to our founders.

Once the survey is closed, we review the feedback. Our goal is to fully understand what you’ve taken time to tell us. If we feel like we can learn more about your experience with ServiceTitan, we will likely reach out to you directly to see if we can discuss your feedback more.


Using NPS at your own company

If you want to utilize an NPS survey for your own company, good news: You can make that switch through the use of our Surveys feature! The default option is to allow technician ratings to be based on star ratings, but if you’d like to convert that to NPS ratings, reach out to ServiceTitan customer support to switch that rating to NPS. The calculation will then populate on your Technician Dashboard.

To enable the Surveys feature, see How to enable job completion surveys (text and/or email). If you have any questions, please reach out to your Success Manager.


FAQ

What does NPS stand for? Net Promoter Score

Who receives this survey? Anybody who ServiceTitan has identified as an owner, or a primary ServiceTitan point of contact at your company.



Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.