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What is Net Promoter® Score?
The NPS is a scoring model developed by Bain & Co. Consultant Frederick F. Reichheld.
How does it work?
It basically involves asking respondents to respond on a 0 -to- 10 point rating scale question - "How likely are you to recommend Company/Product to your friend/colleague?" - The scale is then divided into three sections :
- Promoters - Users who gave a 9 or a 10
- Passive - Users who gave a 7 or 8
- Detractor - Users who gave a score between 0 and 6
So how can I make it work with my survey?
Although it is recommended that you use this model with a 0 -to- 10 Pt. Scale it is not necessary to have a 10 Pt. scale. If you have data already collected with a different scale you can still use the basics of the model.
On any "Multiple Choice" question, you can divide the Answers into three categories : Promoters, Passive and Detractors. The system will then calculate the aggregate responses of each of the three categories as well as the "Net Promoter" -- i.e. Promoters minus the Detractors.
Who developed this model?
This model was developed by Frederick Reichheld, Bain & Co.
Where can I select the Scoring Model and see the Reports?
This can be setup under the Reports tab.
- Click on the Configure Analytics link under Advanced Analysis.
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- The Reporting page will popup where you can setup various options. Click on the Custom Scoring Model link and select the Net Promoter Scoring option.
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- After saving the scoring model you can view the report / Analysis in the same Popup Window.
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"Net Promoter" is a registered trademark of Satmetrix Systems
License & Access Options
This feature/tools described here are available with the following license(s) :
- Corporate Edition - Buy Now - $99/Month
- Unlimited Surveys, Questions, Responses
- Advanced Toolset and Features
- No Long Term Commitment
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