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Net Promoter Score (NPS)

Table of contents

    What is NPS and what is it used for?

    Net Promoter Score (NPS) or Employee Net Promoter Score (eNPS) is a way to measure loyalty and the method is built around a single question: “How likely are you to recommend (our company/your employer) to a friend or colleague?”

    The scale for this question is from 0 to 10, where 0 means Not at all likely and 10 means Very likely. Respondents are grouped into three different categories based on their answers:
    0-6 = Detractors
    7-8 = Passives
    9-10 = Promoters

    How do I customize my NPS?

    As you can see you have a selection of options for your NPS on top of the dialogue box. Let’s take a quick look at what these do, as well as the basics.

    We have already set up the NPS question for you, as well as weighted all the different answer alternatives. The results of the NPS question will be presented in the form of a NPS scale in the report, which we will talk more about there. All you really have do is check that the question contains the correct information.

    Required is used if you want the response of this question to be mandatory. This means that the respondents need to answer the question to proceed to the next page or your survey.

    Horizontal is used if you want the response alternatives to be presented horizontally in the survey. It will also be displayed horizontally in Editing Mode if this alternative is selected.

    Weight is used to provide you with the possibility to weight the response alternatives. Weighting the response alternatives gives you the ability to draw different types of values in your report. For example, an average value and the standard deviation of the answers.

    Add textbox to last option is used to add a textbox linked to the last answer option. For example, if you want the respondent to write something other than the default options (for example when using the alternative “Other”). Note: The character limit for the textbox/text area is 32,000 characters. This is set as the limit because it is the maximum amount of characters that fit into an Excel cell and, hence, ensures that export is possible.

    Save as will give you the option to change question type. You can use this option for radio buttons, checkboxes and drop-down menus. Note: We advise you not to use Save as after the survey has been activated and you have started to receive answers. This may cause you to lose response data or cause data offset in your report.

    Use a reverse scale (10-0) is simply used to reverse the scale from 0-10 to 10-0.

    When you are satisfied with your settings, click Save and preview your page to check that everything is the way that you wanted it to be.

    How does the NPS look for the respondent in the survey?

    Standard view:

    View in report:

    Learn more about why NPS is used here.