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)
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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.
![[E]](/UserFiles/640d81fbf8d6/Image/ico_material/baseline_edit_black_18dp.png)
DESIGN QUESTION
To add this question to your survey :
- Select NPS question from the left menu, and then drag and drop it on your survey project.
- Enter question.
- Enter additional description (optional).
- Select scale. You can select between four scales (0 - 5, 1 - 5, 0 - 10, 1 - 10).
- Select additional question options.
- Press SAVE button.
Scales for NPS questions
| 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
Functionality is available in the Starter, Advanced, Professional and Enterprise plan.