Net Promoter Score

Net Promoter Score questions ask respondents to rate how likely they are to recommend your service/product to their friends on colleagues. Respondents are then sorted into detractors, neutral, or promoters, depending on their rating. It is useful to evaluate customer loyalty and measure how satisfied customers are with the product or service.

Respondent view

Respondent view of Net Promoter Score question

Net Promoter Score question outputs

A Net Promoter Score question produces the following outputs:

  • The net promoter score which is a gauge chart showing the percentage of promoters minus the percentage of detractors
  • The distribution of responses for detractors, neutral, and promoters.
  • Descriptive statistics including minimum, mean, median, mode, maximum, and standard deviations for the responses.
  • Range of possible values.
  • The number of participants who saw the question.
Net Promoter Score question output

Setting up a Net Promoter Score question

Follow these steps to set up a net promoter score question.

1. Add question

Navigate to the Add questions tab and click on the Add question button at the bottom of the page.

On the Add or import questions pop-out, select the Add a new question tab and click on the Net Promoter Score question card to add it to the experiment.

Adding the Net Promoter Score question

2. Edit question options

Once you add the question, you can adjust the following settings:

  1. Insert the question text in the text box. You can also include formatting and images.
  2. Edit the labels for the minimum and maximum ratings.
  3. Set the minimum score that respondents are allowed to select.
  4. Tick the required question? checkbox if you would like respondents to answer this question before proceeding further.
Net Promoter Score question setup