NPS (short for Net Promoter Score) is a helpful metric to measure customer loyalty and overall satisfaction (not to be confused with CSAT). You’ve likely filled out an NPS form at least once in your life. It is a 1-10 scale that asks how likely you are to recommend X company, service, experience to a friend or colleague.

These 1-10 scores are then categorized into:

NPS ignores your passives completely, and instead uses the following formula to determine your NPS score.

To build this NPS Tracker in Asana, you will need access to Asana Forms and Asana Portfolios – To access these features, you will need an Asana Advanced tier or above.

Create a new project in Asana titled NPS Tracker.

You will create 4 new custom fields to get this up and running. These fields must be added to your library.

You can group your tasks by Promoter/Detractor or another custom field if you like. This view allows you to quickly view the total counts of each.

Create your Asana form, making sure to connect the required NPS question to your #NPS Score Custom Field. Because you cannot restrict the values entered here, it is important to provide instructions that ratings are between 1-10.

OPTIONAL: If you are concerned that submitters will enter values incorrectly, you can opt to create a single-select field with values 1-10, paired with a rule that auto-updates the numeric custom field based on the selection. See below.

The following rule will power your Portfolio level formulas.

Your When will be Task is added to this project by Form.

Next, we will build your first conditional branch for Promoters. Your Check if will be Number is… Pay close attention to the replaying gif below, as it can be difficult to locate the correct “Check If” condition for numeric custom fields.

From here, select the value as NPS score and select greater than or equal to 8

Our Do this… will be to update your Promotor/Detractor field to Promoter and to set your Numeric “Promoter” field to 1.

Next, you will duplicate that branch and edit for your detractors and passives. Your final rule should look like this:

Create a new Portfolio called NPS Dashboard and add your NPS Tracker Project.

To keep it clean, I recommend hiding all of the default columns and fields so you can clearly see your high level details.

We will now begin creating Formula Custom Fields.

Roll-up Custom Fields

The Rollup custom field will count the totals of your Detractors and Promoters from within the project. As new submissions come in and are categorized, this number will update.

Formula Custom Fields

This will be the hardest part. Add a new Formula Custom Field titled % Promotors and select Advanced Editor. Use the inputs to input the following formula:

Then, in the window, change the Formatting to percentage. Once you save, the total % of Promoters should populate. Repeat these steps for your % Detractors field.

Your last formula field will be your true NPS. You will enter:

Resulting in your total NPS score.

This walkthrough provides you with the basics on how to get your NPS tracker up and running. You can take it that much further by creating projects quarterly to view trends in your Portfolio Dashboard over time or by using additional custom fields to further slice your data.

Join my free monthly Asana Office Hours and bring your questions and troublesome workflows! We’ll work through your issues in real time.

You can find more AI Studio resources on the Asana BFF Resource Hub where I share all prior webinar recordings, step-by-step guides, and articles like this one.