NPS (Net Promoter Score)

NPS (Net Promoter Score) is an important metric that measures customer loyalty and satisfaction, allowing respondents to express their willingness to recommend a brand or service on a scale of 0-10. This article will introduce how to set up and use the NPS question type in surveys.

Operation Settings

Create an NPS question with the title "How likely are you to recommend SurveyCake to a friend or colleague?"

The question will display numeric options from 0-10 by default, with default descriptive text at both ends:

Left side "Not at all likely", Right side "Extremely likely".

Click on "Option Settings" in the function bar to configure the following:

1. Customize option Left side/Right side Caption
2. Color option settings

When this feature is enabled, options will display different colors according to scores, helping respondents understand the rating standards more intuitively

• 0-6 points: Red (Detractors)
• 7-8 points: Yellow (Passives)
• 9-10 points: Green (Promoters)

Statistical Results

NPS questions will be presented in two forms on the statistics chart page: pie chart and bar chart.

Pie Chart

The system will automatically categorize responses into three groups:

• Promoters (9-10 points): Green section
• Passives (7-8 points): Orange section
• Detractors (0-6 points): Red section
  

  

The center of the pie chart displays the NPS score, calculated as:

NPS = (Number of Promoters / Total responses − Number of Detractors / Total responses) × 100

Calculation example:

Suppose a survey received 100 responses, among which:

70 people are Promoters (gave 9-10 points)

20 people are Passives (gave 7-8 points)

10 people are Detractors (gave 0-6 points)

Then NPS = (70/100 − 10/100) × 100 = 60

Bar Chart

• Horizontal axis: Displays scores 0-10, presented in corresponding colors according to different score ranges
• Vertical axis: Shows the proportion of responses for each score

FAQ

• Can NPS questions work with Conditional Branching / Skip Logic?

NPS questions can only be set as result questions in Pro Plan's Conditional Branching /
Skip Logic and Enterprise plan's Advanced Logic. They cannot serve as condition questions.

For example, you can set: When option A is selected in a “Multiple Choice”, branch to the "NPS" question.However, you cannot set logic to Conditional Branching / Skip Logic from a NPS question to other question types.