The Net Promoter Score (NPS) is a scoring model developed by Bain and Co. consultant Frederick F. Reichheld that allows you to identify how willing a customer is to recommend a product or service. It asks respondents to respond on 0 to 10 point rating scale. The scale is then divided into three sections:
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 Detractors).
To add NPS question to your survey:
|0-10||Rating 0-6||Rating 7 or 8||Rating 9 or 10|
|1-10||Rating 1-6||Rating 7 or 8||Rating 9 or 10|
|1-7||Rating 1-5||Rating 6||Rating 7|
|1-5||Rating 1-3||Rating 4||Rating 5|
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 the below options.
Force response option makes a question mandatory/required. 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.
Here, the respondents need to click on the score that they wish to give.
To view the report for NPS question:
In this case, Promoters got 60% responses and Detractors got 20% responses. Hence, NPS is 40% (NPS = 60% - 20%).
You can see the responses for NPS question underneath the red box in the above image.
To customize NPS scoring model
This feature is available with the following licenses :