How to set up a Net Promoter Score Question (NPS Plus)
Main use:
NPS Plus consists of two parts. The first part is similar to a Scale type of question, this is mainly used to rate the likelihood of recommending a product/company/service on a scale of 0-10. The second question is a follow-up, open-ended question as to why the specific score was given.
How to set up the platform:
1. In the Questionnaire Builder page, add a new question OR insert a new question by hovering over an existing question and clicking the green (+) button (either above or below the existing question)
2. Select NPS Plus from the popup menu that appears.
3. Edit your main question on the NPS Question Text Box.
4. Edit the follow-up question for POSITIVE FEEDBACK.
5. Edit the follow-up question for NEGATIVE FEEDBACK.
(A sample Net Promoter Score question and follow-up questions are already provided but you can customize these sections)
Please note:
The survey will automatically include scale points from 0 to 10, and these points cannot be changed.
Additionally, there are some built-in logics between the scale selection and the follow-up questions. The logic is as follows.
- If the participant is categorized as Promoter (rated 9-10 on the scale), they will be asked the follow-up question for POSITIVE FEEDBACK. Then, based on their previous answer, the system will ask another probing question using SmartProbe.
- If the participant is categorized as Detractor (rated 0-6 on the scale), they will be asked the follow-up question for NEGATIVE FEEDBACK. Then, based on their previous answer, the system will ask another probing question using SmartProbe.
- If the participant is categorized as Passive (rated 7-8 on the scale), they will be asked the follow-up question for POSITIVE FEEDBACK and the follow-up question for NEGATIVE FEEDBACK. However, no probing questions will be asked using SmartProbe in this case.
Other Useful Question Setting
To allow participants to update or change answers after submitting, toggle on Allow User Corrections.
To show reference the answer / NPS Score in the follow-up questions, select the NPS Score Reference in the text editing tab.
Explanations of NPS categories
If you want to learn more about Net Promote Score categories, please see more details below.
Based on the rating on a scale of 0-10, the customers fall into one of the 3 NPS categories.
- Promoters: Customers who rate 9 or 10 and are happy with your services. They are loyal enthusiasts and might prove to be evangelists for your business. They are extremely likely to recommend your company to people in their social or professional circles.
- Passives: Customers who rate 7 or 8 and have average experience with your company. They are satisfied with your services but might switch to your competitors if given an opportunity. They have a neutral stand - won't spread negative word-of-mouth but won't promote your brand either to others.
- Detractor: Customers who rate below 6 and are not happy with your products or services. They share their bad experiences with others and damage the company's reputation. They would not like to repurchase your products or services and would discourage others too.
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