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Net Promoter Score (NPS)

Net Promoter Score (NPS) is customer loyalty indicator and measurement methodology. It has been created by Fred Reichheld, Bain & Company and Satmetrix.

NPS

QUESTION EXAMPLES

Single choice question. Provided answers are presented horizontally. Respondent can select one value on the scale 0 - 10, 1 - 10, 0 - 5, 1 - 5 (depending on question settings). NPS question

Respondents that selected 9 - 10 (5, for scale 0 - 5) are called Promoters, people that selected values 7 - 8 (4, for scale 0 - 5) are called Passives, values above 7 (above 4, for scale 0 - 5) are called Detractors.

for reversed scale (descending)

NPS question

Respondents that selected 0 - 1 (0, for scale 0 - 5) are called Promoters, people that selected values 2 - 3 (2,for scale 0 - 5) are called Passives, values above 3 (above 2, for scale 0 - 5) are called Detractors.

Results are presented on three bars (for Promoters, Passives, Detractors) additionally you will see NPS score, calculated according to the following formula :

Net Promoter Score (NPS) = (% Promoters) - (% Detractors).

NOTE. Passives are not taken into account during NPS calculation.

The bigger NPS value the better you are. It is assumed that 70% NPS is a good score. NPS question has been created to conduct Net Promoter Surveys. Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

DESIGN QUESTION

  1. enter question
  2. enter additional description (optional)
  3. select scale. You can select between four scales (0 - 5, 1 - 5, 0 - 10, 1 - 10)
  4. select additional question options
  5. press SAVE button

Scales for NPS questions

Table for scales 0-10, 1-10 and reversed scales (descending)
A D   A D
0 10 Detractors - -
1 9 Detractors 1 10
2 8 Detractors 2 9
3 7 Detractors 3 8
4 6 Detractors 4 7
5 5 Detractors 5 6
6 4 Detractors 6 5
7 3 Passives 7 4
8 2 Passives 8 3
9 1 Promoters 9 2
10 0 Promoters 10 1
         
Table for scales 0-5, 1-5 and reversed scales (descending)
A D   A D
0 5 Detractors - -
1 4 Detractors 1 5
2 3 Detractors 2 4
3 2 Detractors 3 3
4 1 Passives 4 2
5 0 Promoters 5 1

A - ascending, D - descending


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