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 NetPromoter® Score Questions
To create your NetPromoter® Score question:
- Click Add Question on your survey.
- In the Question Type drop-down list, select Net Promoter® Score.
- In the Question Text field, customise the question using the drop-down menu.
- 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. |