A Net Promoter Score ® measures customer loyalty to a company, product, or service. The net promoter score question type creates a formatted and phrased net promoter question and calculates your NPS score.
Based on their responses to this question, your customers will fall into one of three groups:
- Promoters (score 9-10) - Loyal enthusiasts who will stay with your company and urge their friends and colleagues to do the same.
- Passives (score 7-8) - Satisfied but unenthusiastic customers who can be easily wooed by the competition.
- Detractors (score 0-6) - Unhappy customers who have the potential to damage your brand.
Your Net Promoter Score represents the net percentage of your customers who are Promoters of your company and brand.
To set up a net promoter score question:
- Drag and drop a net promoter question from the Advanced Questions section of the palette to the canvas.
- Your question will already be phrased as “How likely is it that you would recommend our company to a friend or colleague?”. We do not recommend changing this as this is standard phrasing for NPS questions.
- If you want to make the question required, uncheck Optional from Options.
- Optionally configure display settings. To preserve the form of a NPS question, many of the defaults should not be changed.
- Save your survey.
|Flip choice order||This allows you to reverse the order of your choices. For an NPS question this should not be used.|
|Left and Right Label||These are repopulated with “Not Likely” and “Very Likely” and should not be changed for an NPS question.|
|Display side-by-side||Displays the question on one half of the screen. In order for two questions to display side-by-side, you’ll have to enable this option for both questions. The first question will be on the left and the second on the right.|
|Append to previous question||Use this to make this question appear as if it’s part of the previous question.|