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NPS (Net Promoter Score)

Table of contents

    When to use Net Promoter Score (NPS)?

    Net Promoter Score (NPS) is a way to measure loyalty and the method is built around a single question:
    “How likely are you to recommend (our company) to a friend or colleague?”

    The scale for this question is from 0 to 10, where 0 means Not at all likely and 10 means Very likely.

    Respondents are grouped into three different categories based on their answers:

    0-6 = Detractors
    7-8 = Passives
    9-10 = Promoters

    How do I create an NPS question?

    To create an NPS question you click the option NPS in the left-hand menu. This will automatically generate an NPS-question to your survey with a pre-defined scale of 0-10. The question will be added at the bottom of the page that you are currently viewing and you will have a number of settings that you can do.

    How to customise the NPS question?

    In the edit mode of the NPS question, you will have a toolbar with settings. The question will be pre-defined with your company name but you can change this by simply clicking the text and replace it with the text that you want to use.

    Required: Click Required if you want the response of this question to be mandatory. This means that the respondents need to answer the question in order to proceed to the next page or your survey.

    Weight: Weights are pre-defined in the NPS-question and is used by the survey report to automatically generate a NPS presentation in the result overview of your survey. Weighting the response alternatives gives you the ability to draw different types of values in your report, for example, an average value and the standard deviation of the answers.

    Horizontal: Click Horizontal if you want the response alternatives to be presented horizontally in the survey. The NPS-question is pre-defined to be displayed horizontally.

    NPS question in respondent view:

    NPS in the survey result:

    NPS in report