Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken from asking how likely they are to recommend your product or service to others on a scale of 0-10. An example question could be:

'On a scale of 0-10, how likely are you to recommend this company's product or service to a friend or colleague?'

The overall score will range from -100 to 100 and any score above '0' reads as 'good' because it indicates that a business has more promoters rather than detractors.

 

Have a look at this question type in an example form.

 

Why is NPS so important?

  • Used as a predictor of business growth.
  • Can understand what your business is doing well or not so well.
  • Ability to track and quantify a score over-time.

 

Key Terms

NPS: ( % of PROMOTERS ) - ( % of DETRACTORS )

Promoters: (Score of 9 & 10) This rating represents a company's most enthusiastic customers who enhance a brands reputation and increase referral flows.

Passives: (Score of 7 & 8) This rating represents a customer that won't actively recommend a brand, but aren't likely to damage the image with negative words.

Detractors: (Score of 0-6) This rating represents a customer that is very unlikely to recommend a company or product to others and could actively discourage potential new customers.

 

Question Settings

Left side label: Edit the title for the left hand side label. This will be displayed next to the far left hand number e.g. Highly unlikely.

Right side label: Edit the title for the right hand side label. This will be displayed next to the far left hand number e.g. Highly likely.

Include a comments box: Add an additional comments box for the respondent to justify their selection choice. You can also edit the comments box label.

 

Use Cases

Customer Feedback Email Signature

A quick and easy way to get your customers to complete an NPS form is to embed it within an email signature. You can embed it within your email signature, or simply send it out at the bottom of a receipt email for them to provide feedback.

  1. Create a survey and add a 'Net Promoter Score' question type.

 

  1. Take a screenshot of your NPS question and paste it into your email signature.

 

  1. Add a hyperlink of the form URL to the screenshot of your NPS question.

 

Not the question you were looking for? See the 'Question Types' topic to view all of the other types.