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
OPTIONS
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 :
Scales for NPS questions
Table for scales 0-10, 1-10 and reversed scales (descending) | ||||
A | D | A | D | |
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 (descending) | ||||
A | D | A | D | |
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