Net Promoter Score (NPS)

Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer, or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.


Essential 
Professional ✓
Enterprise ✓
ReportR ✓

Want to know your brand's Net Promoter Score? Use an NPS Question to find out your score.


NPS example


What are you waiting for? Let's see how to do it! This guide will discuss:

  1. Add an NPS Question
  2. Change the general question settings
  3. Edit the question
  4. Make your NPS slider
  5. Looking at NPS results


1 Add an NPS Question

In the Questions tab, click the button ? Questions. Select NPS from the list of question types. Click +.


Add NPS question type


Now you'll see the editing options for your NPS question. You'll be able to change the general question settings, edit the question and make your NPS slider just right.


NPS - change general settings



2 Change the general question settings


NPS question settings


  1. Hide/show the question settings.
  2. Change the question order.
  3. Change question type.
  4. Make the question active/inactive.
  5. Lock/unlock the question to be edited by other team members.
  6. Copy, Delete, or Preview that particular question.



3 Edit the question

If you're short on time, all you need to do is add your company name as the [BRAND] and you're good to go! If you want to make other changes, keep reading to see how you can edit the question and answer options.


NPS edit question

  1. Edit your question here. Want to make your text underlined or with a color background? Use the rich text editor icons.
  2. Click Add media or Add YouTube video to upload images or videos to make your questionnaire more entertaining. The file needs to be under 2MB. To add a YouTube video, paste a YouTube link after you've clicked the Add YouTube video button.

  3. Make the question mandatory - turn this feature on to require respondents to answer the question before moving to the next question.
  4. Add a question tag - turn this feature to add a tag to your question that you can reference in your survey or PDF.



4 Make your NPS slider just right

The scoring for an NPS slider is from 0 to 10 and this is set up for you already, but you can add labels to make it clearer for respondents.


NPS edit answers

  1. Low end label - give a text label to the low end value. This can be "0" or a text such as "I won't recommend the brand."
  2. High end label - give a text label to the high end value, this can be "10" or a text such as "Your brand will be our next conversation topic."
  3. Start position value - set the value where the button on your slider will begin.
  4. Prefix/Suffix - These values will show on the left and the right of the NPS slider button.
  5. Show interval - toggle this button to display the values on the NPS slider.
  6. Add a 'not applicable'-answer - toggle this button and an answer option Not applicable will be automatically shown at the bottom of the answer options. 
  7. Show the selected value - Activate this button to show the selected number right above the NPS slider. If this feature is switched off, the indicated answer won't show on the slider and if the respondent has selected a number beside the highest or lowest of the scale, they will be unable to see which answer they selected.
  8. Add a text box to specify or leave an extra comment - turn this on to add your own text to ask respondents to give more information.
  9. Add button to upload an extra image file - This feature allows the respondents to upload their own image files. You can use this feature to make the survey more engaging.


5 Looking at NPS Results

The results of an NPS Question will look different from the other question types. They are presented according to the theory of the Net Promoter Score.


NPS results example


So now you know all about adding an NPS question! Log in today and start gathering valuable data about consumer loyalty.

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