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. From the menu, select Net Promoter® Score.
  3. In the Question section, customise the question using the drop-down menu.
  4. Click the green Save 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" text Box 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.

Reporting on Net Promoter Score Questions

Net Promoter Score questions get access to two additional display options, the Gauge Chart and the Trend Chart.

Gauge Chart

The Gauge Chart displays the current NPS for the survey (after applying any chosen filters) on a gauge scale with a pointer, with -100 being the low limit, +100 being the high limit, and 0 in the centre.

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.

The NPS Gauge chart visual has some exclusive 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.

Trend Chart

The Trend Chart shows the calculated Net Promoter Score over time. It does this by dividing the responses into groups based on a time window (Day, Week, Month, Quarter, Year) and then calculating the NPS for each group. this is then displayed on the chart. 

Trend Chart Options:

Trend By Set the period that each point on the chart will represent.

NPS Questions and Other Chart Types

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 the "Detractors", "Passives", and "Promoters" groups as defined by the Net Promoter standard.

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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