Net Promoter® Score (NPS)

A Net Promoter® Score (NPS) question is used specifically to evaluate the performance of a company and is based on a very rigid structure created by Fred Reichheld, Bain & Company. The Net Promoter® Score question has been designed to make creating it in the correct format a breeze and your Net Promoter® Score is then automatically calculated within your results.

Net Promoter® Score can be used to gauge satisfaction levels across a range of different metrics, including quality of service and quality of products.

Net Promoter® Score questions can help you to find opportunities for improvement within your business. It does this by measuring the likelihood that the respondent is a detractor, or a promoter.

To ensure your score is valid, The Net Promoter® Score question type uses a standard format that cannot be changed. This will ensure that the question wording meets the required structure (Editing it would mean the question would not deliver a Net Promoter® Score). If you wish to create a more flexible scale then please consider the Matrix of Choices, One Answer per Row question type instead.

Creating Net Promoter® Score Questions 

To create your NetPromoter® Score question:

  1. Click Add Question on your survey.
  2. In the Question Type drop-down list, select Net Promoter® Score.
  3. In the Question Text field, customise the question using the drop-down menu.
  4. Click the green Add Question button to add the question to your survey.

Customising Net Promoter® Score Questions

When you build a NetPromoter® Score question, you can customise it with the following additional fields and options:

Add Comment field Adds a free text field underneath the question.
Require an Answer to this Question Forces the respondent to select an answer before they can progress to the next page.
Question Size and Positioning Lets you control the size, positioning, appearance and numbering of your question. You can also set a default answer, and hide the question without deleting it.

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