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Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty indicator and measurement methodology. It has been created by Fred Reichheld, Bain & Company and Satmetrix.

USAGE EXAMPLE

  • Measure customer / employee loyalty.

OPTIONS

Single choice question. Provided answers are presented horizontally. Respondent can select one value on a scale 0-10, 1-10, 0-5, 1-5 (depending on question settings). 

  • Buttons
  • Tiles (circle)
  • Tiles (boxes)
  • Drop-down menu
  • Slider
  • Stars

QUESTION EXAMPLES

NPS question example

[E] DESIGN QUESTION

To add this question to your survey :

  1. Select NPS question from the left menu, and then drag and drop it on your survey project.
    NPS
  2. Enter question.
  3. Enter additional description (optional).
  4. Select scale. You can select between four scales (0-5, 1-5, 0-10, 1-10).
  5. Select additional question options.
  6. Press SAVE button.

EXPLANATIONS

Results are presented on three bars (for Promoters, Passives, and Detractors) additionally you will see NPS score, calculated according to the following formula :

Net Promoter Score (NPS) = (% Promoters) - (% Detractors).

NOTE. Passives are not taken into account during NPS calculation.

Respondents that selected 9-10 (5, for a scale 0-5) are called Promoters, people that selected values 7-8 (4, for a scale 0-5) are called Passives, values above 7 (above 4, for a scale 0-5) are called Detractors.

For reversed scale (descending). Respondents that selected 0-1 (0, for a scale 0-5) are called Promoters, people who selected values 2-3 (2, for a scale 0-5) are called Passives, values above 3 (above 2, for a scale 0-5) are called Detractors.

The bigger NPS value the better you are. It is assumed that 70% NPS is a good score.


SCALES FOR NPS QUESTION
 
Table for scales 0-10, 1-10 and reversed scales (D = Descending)
A
0-10
D
10-0
  A
1-10
D
10-1
0 10 Detractors - -
1 9 Detractors 1 10
2 8 Detractors 2 9
3 7 Detractors 3 8
4 6 Detractors 4 7
5 5 Detractors 5 6
6 4 Detractors 6 5
7 3 Passives 7 4
8 2 Passives 8 3
9 1 Promoters 9 2
10 0 Promoters 10 1
         
Table for scales 0-5, 1-5 and reversed scales (D = Descending)
A
0-5
D
5-0
  A
1-5
D
5-1
0 5 Detractors - -
1 4 Detractors 1 5
2 3 Detractors 2 4
3 2 Detractors 3 3
4 1 Passives 4 2
5 0 Promoters 5 1

A = ascending, D = descending

NOTE. NPS question has been created to conduct Net Promoter Surveys. Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

* Functionality is available in the Starter, Advanced, Professional and Enterprise plan.