What is Net Promoter® Score?
The NPS is a scoring model developed by Bain & Co. Consultant Frederick F. Reichheld.
How does it work?
It basically involves asking respondents to respond on a 0 -to- 10 point rating scale question - "How likely are you to recommend Company/Product to your friend/colleague?" - The 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 0 -to- 10 Pt. Scale 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.
"Net Promoter" is a registered trademark of Satmetrix Systems
License & Access Options
This feature/tools described here are available with the following license(s) :