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NPS Survey
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User-Friendly Guide for Creating NPS Surveys
Understanding NPS Surveys
NPS (Net Promoter Score) surveys are designed to measure customer loyalty by asking a simple question:
"How likely are you to recommend our product/service to a friend or colleague?"
Respondents rate their likelihood on a scale of 0 to 10, which is then categorized into:
Detractors (0-6): Unhappy customers who may discourage others.
Passives (7-8): Satisfied but not enthusiastic customers.
Promoters (9-10): Loyal customers who will likely recommend you.
Calculating NPS
The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
NPS = % of Promoters − % of Detractors
Follow-Up Questions
To gain more insights, follow-up questions can be added:
For Detractors: "What can we do to improve your experience?"
For Passives: "What could we do to earn a higher score from you?"
For Promoters: "What do you like most about our product/service?"
Use Cases
Customer Feedback: Understanding customer sentiment and areas for improvement.
Benchmarking: Comparing performance over time or against industry standards.
Driving Growth: Identifying and leveraging Promoters to drive word-of-mouth marketing.
Implementing an NPS Survey
Select a Platform: Choose a tool to distribute the survey (e.g., email, SMS, website pop-up).
Analyze Results: Use the data to identify trends and actionable insights.
Act on Feedback: Implement changes based on feedback to improve customer satisfaction.
Steps to Create NPS Surveys
a. Start by Clicking 'Create New Survey'
● Navigate to your survey home page.
● Click on 'Create New Survey' to open a new survey modal.
b. Fill in Survey Details
● Survey Title: Enter the title of your survey.
● Survey Type:
○ By default, the survey type selected is 'General Survey'.
○ Select 'NPS Score Survey' from the dropdown menu.
● Description: Add a brief description of your survey.
Creating Questions for NPS Surveys
After creating an NPS survey, you won’t see a dropdown for question types because only rating-type questions are allowed. Here's a breakdown of the ratings:
Detractors: 0-6
Passives: 7-8
Promoters: 9-10
You can customize the appearance of these ratings:
Set colors: e.g., red for Detractors, orange for Passives, green for Promoters.
Select shapes:
➜ If a star is chosen for the detractor category, then stars will be shown for all three categories—Detractor, Satisfactory (Passive), and Promoter. You can change the shapes for Satisfactory and Promoter if you want, but it's not necessary for them to match the detractor category.
➜ If you pick stars for Detractor, then Satisfactory and Promoter must also use shapes; they can't be changed to numbers. Similarly, if you choose numbers, then you can't pick shapes. In the screenshot below, the shape is selected, and selecting a number from the dropdown menu is not possible as it's disabled.
Select opinion:
➜ Opinion: Additional feedback can be collected by requesting opinions corresponding to the ratings. When the survey includes prompts for opinions, input fields will appear accordingly. To enable this feature, simply toggle the opinion option.
Visualizing the Survey
When the survey is live:
Colors will change according to the settings when users respond, opinions will appear if selected.
For questions that require numerical answers, only numbers will be shown, and shapes will not be an option. The screenshot below illustrates the process of creating a numerical-type rating for an NPS survey.
Below screenshot shows while attending number type NPS rating survey.
Survey Settings
NPS survey settings differ from general surveys and will display two more options to customize in the settings. There are two key settings:
Scale: You can select from options of 3, 5, or 10. The scale, usually set to 10, will display based on the question settings, representing the number of ratings. This setting can be adjusted in the survey settings. The available choices for ratings are 3, 5, and 10.
Number of Questions: Normally, NPS surveys consist of one question, but you have the option to create up to five questions. Validations are in place to ensure that the specified number of questions is not exceeded.
Survey Analytics & Response
NPS survey analytics differ from general surveys and will display below the response section.
Monitor responses and analytics.