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04 AUG 2011

Net Promoter Surveys (NPS)

For all our users that use NPS (Net Promoter Score) to measure customer loyalty we prepared a new functionality that simplifies and automates this process.

Implemented solution contains following changes :

  • new survey question type Net Promoter Score (NPS)
  • four different scales to chose from (0 - 10, 1 - 10, 0 - 5, 1 - 5)
  • reports with automatic NPS calculation and results presentation by three groups Promoters, Neutrals, Detractors

NPS survey report

NPS has been created by Fred Reichheld, Bain & Company and Satmetrix. In 2003 it has been described in Harvard Business Review in the article "The One Number You Need to Grow".

In practice NPS conception is very simple and with new MySurveyLab functionality easy to implement. Respondent answers one question "How likely is it that you would recommend our company / service  to a friend or colleague?", usually by selecting rank between 0 - 10. People that selected 9 - 10 are called Promoters, values 7 - 8 are called Passives, and marks below 7 are called Detractors.

Depending on selected value respondent is redirected to answer additional survey question and can describe what hi/she likes or dislikes about the company or services.

Your task is to have as many Promoters as possible, and at the same time as little Detractors as possible. NPS is calculated by dividing from percentage of Promoters, percentage of Detractors. It is assumed that 70% NPS is a good score.

Net Promoter Score = (% of Promoters) - (% of Detractors)

Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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