CX- Net Promoter Score Question

The Net Promoter Score (NPS) is a scoring model developed by Bain and Co. consultant Frederick F. Reichheld that allows you to identify how willing a customer is to recommend a product or service. It asks respondents to respond on 0 to 10 point rating scale. The scale is then divided into three sections:

• Promoters
• Passive
• Detractor

The system will then calculate the aggregate responses of each of the three categories as well as the “Net Promoter Score” (calculated as Promoters minus Detractors).

To add NPS question to your survey:

• Go to: Login » Surveys (select a survey) » Edit » Workspace.
• Click on the Add Question button.
• Under Add Question, select Advanced question types.
• Here, select the Net Promoter Score question type under Customer Satisfaction

• By default, the NPS question scale is a 0-10 rating scale. You can choose to change the scale under Settings

• Following scale options are available.

  Rating Scale	Detractors	Passive	Promoters
  0-10	Rating 0-6	Rating 7 or 8	Rating 9 or 10
  1-10	Rating 1-6	Rating 7 or 8	Rating 9 or 10
  1-7	Rating 1-5	Rating 6	Rating 7
  1-5	Rating 1-3	Rating 4	Rating 5

Validation: By default, validation option is turned off. Respondents can skip and move ahead in the survey without answering the question. You can enable validation if you don't want to allow respondents to skip this question. By enabling validation option you can see a drop-down with options - force response and request response.

Force response option makes a question mandatory/required, as shown in the above image. The respondents cannot finish survey without answering a mandatory question.

When you select request response, the respondent gets a pop-up in case a question is not answered, requesting to answer the question or continue survey without answering.

The respondents can see the NPS question as follows:

Here, the respondents need to click on the score that they wish to give.