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QuestionPro Online Self Help
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Net Promoter® Score - Scoring LogicWhat is the this? The NPS is a scoring model developed by Bain & Co. Consultant Frederick F. Reichheld. How does it work? It basically involves dividing a 10 Pt. Scale question - "How likely are you to recommend Company/Product to your friend/colleague?" - In the 10 Pt. Scale is then divided into three sections :
So how can I make it work with my survey?
Although it is recommended that you use this model with a 10 Pt. Scale (1-10) it is not necessary to have a 10 Pt. scale. If you have data already collected with a different scale you can still use the basics of the model. On any "Multiple Choice" question, you can divide the Answers into three categories : Promoters, Passive and Detractors. The system will then calculate the aggregate responses of each of the three categories as well as the "Net Promoter" -- i.e. Promoters minus the Detractors. Who developed this model? This model was developed by Frederick Reichheld, Bain & Co. Where can I select the Scoring Model and see the Reports? This can be setup under the Reports tab.
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"Net Promoter" is a registered trademark of Satmetrix Systems
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