{"id":91117,"date":"2020-02-18T01:41:14","date_gmt":"2020-02-18T09:41:14","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=91117"},"modified":"2024-08-15T01:38:16","modified_gmt":"2024-08-15T08:38:16","slug":"askwhyplus-its-more-than-just-an-nps-score","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/","title":{"rendered":"AskWhy it&#8217;s more than just an NPS score"},"content":{"rendered":"<p><span data-preserver-spaces=\"true\">If you\u2019ve been in business for a while, you must have surely conducted NPS surveys. After all, who doesn\u2019t want to know what their customers think about their business? NPS score says a lot about customer experience and can give insights on how to further improve their experience.\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">The better the customer experience is, the more your business grows. Happy customers are more likely to refer your brand to others. Hence, they are walking talking billboards.\u00a0<\/span><\/p>\n<h2><span data-preserver-spaces=\"true\">The all-in-one question your customers will love<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">With the dynamical AskWhy, QuestionPro CX users can gain deeper insights from customer feedback. With AskWhy, you go the extra mile after asking customers to rate on a scale of 0-10. As soon as the user rates you, they get the options to support their rating, which you can say is the \u201cCause\u201d behind the rating.\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Once the user chooses the root cause, they get redirected to the open-ended question to mention any additional comments. Also, they get an option to vote the comments from other customers, which brings in the ideation to the system.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">The ability to view and vote on others\u2019 comments lets a customer know how other customers\u2019 experience has been and can relate to those experiences.<\/span><\/p>\n<p>Feel free to watch the launching of AskWhy to further understand how it works:<\/p>\n<p>https:\/\/www.youtube.com\/watch?v=ya_hFi44vFU&#038;feature=youtu.be<\/p>\n<h2><span data-preserver-spaces=\"true\">How to add the AskWhy question to your survey?<\/span><\/h2>\n<ul>\n<li><span data-preserver-spaces=\"true\">Go to\u00a0<\/span><strong><span data-preserver-spaces=\"true\">Workspace<\/span><\/strong><span data-preserver-spaces=\"true\">. Click on\u00a0<\/span><strong><span data-preserver-spaces=\"true\">Add Question<\/span><\/strong><span data-preserver-spaces=\"true\">.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91126\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS2.png\" alt=\"Customer experience\" width=\"1113\" height=\"613\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Click on AskWhy<\/span><span data-preserver-spaces=\"true\">\u00a0under the\u00a0<\/span><strong><span data-preserver-spaces=\"true\">Advanced\u00a0<\/span><\/strong><span data-preserver-spaces=\"true\">tab.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91119\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS1.png\" alt=\"NPS+\" width=\"1345\" height=\"839\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">You can edit the question text, root cause, and open-ended question. You can also customize the answer options for Detractors\/Passives\/Promoters.<\/span><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\"><span data-preserver-spaces=\"true\">There are two options to add\/edit answer options:<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span data-preserver-spaces=\"true\">Inline add\/edit &#8211; Click on <strong>Add\/Edit Options<\/strong> for inline editing<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Bulk edit &#8211; Click on <strong>Edit options in Bulk<\/strong> for bulk editing<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-91133 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS2-1.png\" alt=\"NPS+ root cause\" width=\"1194\" height=\"609\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">You can disable voting by toggling it off. By default, it is on.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-91140 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS-3.png\" alt=\"Enable voting\" width=\"1345\" height=\"839\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">You can turn on validation on the complete question using the highlighted toggle.<\/span><\/li>\n<\/ul>\n<h3><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-91147 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS3.png\" alt=\"Enable validation\" width=\"1345\" height=\"839\" \/><\/h3>\n<h3><span data-preserver-spaces=\"true\">AskWhy question settings<\/span><\/h3>\n<p><span data-preserver-spaces=\"true\">AskWhy question settings offer options to customize the message to survey takers. Choose the sub-question from the dropdown to view the relevant settings. All sub-questions can be made \u201cRequired\u201d or mandatory. Be default, this toggle is off.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91261\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS18.png\" alt=\"\" width=\"935\" height=\"611\" \/><\/p>\n<p><span data-preserver-spaces=\"true\">You can also share the question on social media platforms like Facebook and Twitter. By default, Facebook comments and embedding on the Twitter timeline is off. You can toggle it on and also edit social sharing message.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">You can modify the below settings of the root cause question.<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Single select<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Multi-select<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Display order<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Report label<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-91268 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS19.png\" alt=\"\" width=\"944\" height=\"606\" \/><\/p>\n<p><span data-preserver-spaces=\"true\">The open-ended question offers below settings:<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Text box display<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Custom height and width<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Add prefix\/suffix to text box<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Data pre-population<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Character limit<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Report label<\/span><\/li>\n<\/ul>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91275\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS20.png\" alt=\"\" width=\"939\" height=\"597\" \/><\/h2>\n<h2><span data-preserver-spaces=\"true\">How to use the AskWhy question in your survey?<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">Consider a company that wants to measure how likely their customers are to refer their business to friends and family. They conduct a customer experience survey and use the AskWhy question.<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">First, the respondents need to select the rating.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">After the respondents click on the rating, they will see the root cause question. This question asks the reason behind why they gave the score what they gave.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Next, the respondents will see an open-ended question to explain the reason they selected in the root cause question. Here, they get a chance to explain their thoughts and validate their choice.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91175\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS4.png\" alt=\"NPS+ question\" width=\"1024\" height=\"768\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">After submitting the comments, the respondents will be able to view their comments as well as other comments.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91282\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS21.png\" alt=\"\" width=\"895\" height=\"567\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Each respondent has 5 votes and can vote others\u2019 comments by clicking on the numbers or the caret sign.<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">One can vote any comment one or more times out of 5 votes available. A popup shows up with a different number of votes out of 5 that you can cast to the selected comment.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS17.png\" alt=\"\" width=\"889\" height=\"617\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Now the respondent needs to select the number of votes. For instance, select 2 if you want to cast 2 votes to the selected comment.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91247\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS16-1.png\" alt=\"\" width=\"893\" height=\"626\" \/><\/p>\n<ul>\n<li>The comment displays the votes received, highlighted in blue with the number of votes given i.e., 2. You now have 3 votes left out of 5.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91203\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS-12.png\" alt=\"number of votes left \" width=\"1337\" height=\"930\" \/><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Once all your votes are over, click on next to move to the next question or end the survey.<\/span><\/li>\n<\/ul>\n<h2><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91210\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS-14.png\" alt=\"no votes left screen\" width=\"1337\" height=\"930\" \/><\/h2>\n<h2><span data-preserver-spaces=\"true\">Data analysis of AskWhy question<\/span><\/h2>\n<p><span data-preserver-spaces=\"true\">NPS question under AskWhy can be chosen as the benchmarking question. Below widgets support the analysis of NPS sub-question:<\/span><\/p>\n<ol>\n<li><span data-preserver-spaces=\"true\">NPS (segment and survey specific)<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">NPS trend<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">NPS trend comparison<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">NPS list<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Heatmap<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Priority matrix<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">With the below 3 widgets, you can figure out the NPS score along with the root cause of the achieved score and the top votes comments from your customers.<\/span><\/p>\n<h4>NPS<\/h4>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-91217 aligncenter\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS-Chart.png\" alt=\"NPS distribution chart\" width=\"415\" height=\"221\" \/><\/p>\n<h4>Distribution chart<\/h4>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91417\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/Distribution-chart-1.png\" alt=\"Distribution chart\" width=\"856\" height=\"410\" \/><\/p>\n<h4>Sentiment analysis<\/h4>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-91289\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS22.png\" alt=\"\" width=\"871\" height=\"475\" \/><\/p>\n<p><span data-preserver-spaces=\"true\">So there you have it! AskWhy is a quick yet powerful question you and your organization can leverage to gather more insights about your customers. If you need any help on how to use AskWhy questions in your surveys to improve customer experience, <\/span><a class=\"_e75a791d-denali-editor-page-rtfLink\" href=\"https:\/\/www.questionpro.com\/info\/contactUs.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span data-preserver-spaces=\"true\">get in touch<\/span><\/a><span data-preserver-spaces=\"true\">\u00a0with us. We\u2019d be happy to help.<\/span><\/p>\n<p class=\"p1\"><strong>Looking to deliver an exceptional customer experience with <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>Access your CX free trial now<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you\u2019ve been in business for a while, you must have surely conducted NPS surveys. After all, who doesn\u2019t want [&hellip;]<\/p>\n","protected":false},"author":93,"featured_media":91231,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170,6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AskWhy it&#039;s more than just an NPS score | QuestionPro<\/title>\n<meta name=\"description\" content=\"If you\u2019ve been in business for a while, you must have surely conducted NPS surveys. After all, who doesn\u2019t want to know what their customers think about\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AskWhy it&#039;s more than just an NPS score | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"If you\u2019ve been in business for a while, you must have surely conducted NPS surveys. After all, who doesn\u2019t want to know what their customers think about\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\" \/>\n<meta property=\"og:site_name\" content=\"QuestionPro\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/questionpro\" \/>\n<meta property=\"article:published_time\" content=\"2020-02-18T09:41:14+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-15T08:38:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2020\/02\/NPS.png\" \/>\n\t<meta property=\"og:image:width\" content=\"992\" \/>\n\t<meta property=\"og:image:height\" content=\"594\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Vivek Bhaskaran\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@questionpro\" \/>\n<meta name=\"twitter:site\" content=\"@questionpro\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Vivek Bhaskaran\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\"},\"author\":{\"name\":\"Vivek Bhaskaran\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/#\/schema\/person\/390ab9de2ef0555603e5730348b70448\"},\"headline\":\"AskWhy it&#8217;s more than just an NPS score\",\"datePublished\":\"2020-02-18T09:41:14+00:00\",\"dateModified\":\"2024-08-15T08:38:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\"},\"wordCount\":867,\"publisher\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#organization\"},\"articleSection\":[\"CX\",\"QuestionPro Products\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\",\"url\":\"https:\/\/www.questionpro.com\/blog\/askwhyplus-its-more-than-just-an-nps-score\/\",\"name\":\"AskWhy it's more than just an NPS score | QuestionPro\",\"isPartOf\":{\"@id\":\"https:\/\/www.questionpro.com\/blog\/#website\"},\"datePublished\":\"2020-02-18T09:41:14+00:00\",\"dateModified\":\"2024-08-15T08:38:16+00:00\",\"description\":\"If you\u2019ve been in business for a while, you must have surely conducted NPS surveys. 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