Net Promoter Score (NPS) is a customer loyalty indicator and measurement methodology. It has been created by Fred Reichheld, Bain & Company and Satmetrix.
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).
To add this question to your survey :
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.
|Table for scales 0-10, 1-10 and reversed scales (D = Descending)|
|Table for scales 0-5, 1-5 and reversed scales (D = Descending)|
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.