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

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

QUESTION EXAMPLES

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



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

for reversed scale (descending)

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

Results are presented on three bars (for Promoters, Passives, 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.

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

DESIGNING QUESTION

To add this question to your survey :

1. Select question from the left menu, and then drag and drop it on your survey project.
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.

Scales for NPS questions

A - ascending, D - descending