Net Promoter Score (NPS)
NPS is an industry-standard question designed to measure customer loyalty toward your brand, company, or service. Customers are asked to provide feedback about how likely they are to recommend your services in the future, using a 0 to 10 scale. The rating scale and the question structure are set by default and should not be changed. The only editing that should be done to this question is to name the company or item being rated.
To add an NPS question to your survey, drag and drop the question type from the panel on the left to the correct spot on the right.
Responses to a Net Promoter Score question categorize customers as follows:
- Detractors: Customers who provide responses from 0 to 6. These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
- Passives: Customers who choose 7 or 8. These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
- Promoters: Customers who pick 9 or 10. These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
These categories are the key to calculate the Net Promoter Score.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Within this question type, the following options are available: