Net Promoter Score question type

The Net Promoter Score (NPS) is a scoring model developed by Bain and Co. consultant Frederick F. Reichheld. It asks respondents to respond on a 0 to 10 point rating scale question. The answer options are arranged horizontally. The scale is then divided into three sections:

  • Promoters – Users who give a 9 or a 10
  • Passive – Users who give a 7 or 8
  • Detractor – Users who give a score between 0 and 6
  • The system will then calculate the aggregate responses of each of the three categories as well as the “Net Promoter Score” (calculated as Promoters minus the Detractors).

How do I add a Net Promoter Score type question to my survey?

To add NPS question to your survey:

  • Go to: Login » Surveys (select a survey) » Edit » Workspace.
  • Click on the add question button.
  • Under advanced question types » customer satisfaction, click on Net Promoter Scale question.
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  • NPS question will appear in your survey.
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  • Validation: By default, validation option is turned off. Respondents can skip and move ahead in the survey without answering the question. You can enable validation if you don't want to allow respondents to skip this question. By enabling validation option you can see a drop-down with options - force response and request response.

    Force response option makes a question mandatory/required, as shown in the above image. The respondents cannot finish survey without answering a mandatory question.

    When you select request response, the respondent gets a pop-up in case a question is not answered, requesting to answer the question or continue survey without answering.

How does NPS question appear for the respondents in your survey?

The respondents can see the NPS question as follows:

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Here, the respondents need to click on the score that they wish to give.

How do I view the report for NPS question?

To view the report for NPS question:

  • Go to: Login » Surveys (select a survey) » Analytics » Dashboard.
  • The report for NPS question shown as follows:
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  • In the above report, you can see the net promoter details and Net Promoter Score.
    • Net promoter details: This includes count and percentage of responses received for three sections of NPS scale (Promoter, Passive and Detractors).
    • Net Promoter Score: NPS is calculated by deducting responses (%) got for Detractors from that of Promoters.

      In this case, Promoters got 60% responses and Detractors got 20% responses. Hence, NPS is 40% (NPS = 60% - 20%).

  • You can also download the raw data in Excel or CSV format.
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    You can see the responses for NPS question below the red box in the above image.

License

This feature is available with the following licenses:

Corporate, Team and Enterprise

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