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.

Reporting on Net Promoter Score Questions

In Spring 2021, a new charts feature went into Beta and this includes an exclusive option for visualising Net Promoter Score data, which is the "Gauge" Chart type.

The NPS reporting chart in SmartSurvey. the calculated NPS is shown on a dial scale, with the breakdown of respodents into the Net Promoter Groups shown underneath as a bar.

In addition to the Gauge visual, NPS questions can also be set to the Column, Bar, or Pie chart types. When put into these modes, the data presented will be the breakdown into Detractors, Passives, and Promoters. 

The NPS Gauge chart visual has some eclusive options:

Gauge Set whether or not the Gauge visual is included.
Stacked Bar Toggle the bar showing the visual breakdown into promoters, passives, and detractors on and off.
Statistics Table Toggle the table of numerical data (to the right of the gauge) on and off.

Information for all other options, and for the "Display Options" tab, can be found in the guide "Creating charts from Survey Results"

 


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