Net Promoter Score question type

The Net Promoter Score (NPS) is a scoring model developed by Bain and Co. consultant Frederick F. Reichheld that allows you to identify how willing a customer is to recommend a product or service. It asks respondents to rate on a scale from 0 to 10. The scale is then divided into three sections:

Promoters
Passives
Detractors

The system will then calculate the aggregate responses of each of the three categories as well as the “Net Promoter Score” (calculated as Promoters minus Detractors).

How do I add a Net Promoter Score type question to my survey?

To add an NPS question to your survey:

Go to: Login » Surveys (select a survey) » Edit » Workspace.
Click on the Add Question button.
Under Add Question, select Advanced question types.
Here, select the Net Promoter Score question type under Customer Satisfaction

By default, the NPS question scale is a 0-10 rating scale. You can choose to change the scale under Settings

The following scale options are available.

Rating Scale	Detractors	Passives	Promoters
0-10	Rating 0-6	Rating 7 or 8	Rating 9 or 10
1-10	Rating 1-6	Rating 7 or 8	Rating 9 or 10
1-7	Rating 1-5	Rating 6	Rating 7
1-5	Rating 1-3	Rating 4	Rating 5

Rating Scale

Detractors

Passives

Promoters

0-10

Rating 0-6

Rating 7 or 8

Rating 9 or 10

1-10

Rating 1-6

Rating 7 or 8

Rating 9 or 10

1-7

Rating 1-5

Rating 6

Rating 7

1-5

Rating 1-3

Rating 4

Rating 5

How to enable validation for this question?

Validation: By default, the validation option is turned off. Respondents can skip and move ahead in the survey without answering the question. You can enable validation if you don't want to allow respondents to skip this question. By enabling the validation option you can see a drop-down with the following options.

Force response option makes a question mandatory/required. The respondents cannot finish the survey without answering a mandatory question.

When you select request response, the respondent gets a pop-up in case a question is not answered, requesting to answer the question or continue the survey without answering.

How does the NPS question appear for the respondents in your survey?

The respondents can see the NPS question as shown below:

Here, the respondents need to click on the score that they wish to give.

How do I view the report for the NPS question?

To view the report for the NPS question:

Go to: Login » Surveys (select a survey) » Analytics » Dashboard.
The report for the NPS question is shown below:

In the above report, you can see the Net Promoter Details and Net Promoter Score.
- Net Promoter Details: This includes the count and percentage of responses received for the three sections of the NPS scale (Promoter, Passives and Detractors).
- Net Promoter Score: NPS is calculated by deducting the percentage of responses for Detractors from that of Promoters.
  In this case, Promoters got 52% responses and Detractors got 15% responses. Hence, NPS is 40% (NPS = 52% - 15%).
You can also download the raw data in Excel or CSV format.

You can see the responses for the NPS question underneath the red box in the above image.

How do I customize NPS scoring model?

To customize the NPS scoring model:

Go to: Login » Surveys (select a survey) » Analytics » Dashboard.
The report for the NPS question is shown as follows:

Click on the gear icon (shown in red box). A pop-up will appear. Under customize analytics/computed values click on custom scoring model.

Here, you can click on the drop-down for the respective rating and select the scoring model value that you want to change.
Click on Save Scoring Model Value.