Calculating Net Promoter Score in your survey (NPS)

Roger Chan -

Net Promoter Score (NPS) is a well-established metric in the business world for measuring the value of customer experience and satisfaction. SparkThink offers the ability to be able to setup an NPS question in your survey using industry standard measurement tools. It is essentially a 0-10 scale that asks the question "how likely is it that you would recommend our product/service to a friend or colleague?", with respondents being categorized as a promoters, passives, or detractors. Check out this article to find out more about the NPS method.

Setting up the NPS Question

  1. Create or open your survey
  2. Click "Add Question"

3. Click "Net Promoter Score", and click "Add".

4. Configure your NPS question by adding the headline, scale labels etc. Its that easy!

Here's what the NPS question will look like for your respondents.

Here's how the results will be displayed for your NPS question.

Configuring logic for your NPS question

As we mentioned, NPS respondents can be categorized either as promoters, passives, or detractors, depending upon how they answer. Here's one example of how NPS respondents are classified:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

You may want to have specialized logic to ask different questions depending on whether the respondent was a promoter, a passive, or a detractor. Here's how you go about setting up the logic.

  1. Click the "Logic" icon on the question where you want the logic to be applied.

2. Click "+ New Rule". If you're adding logic on the NPS question, you can add the logic after the NPS question is answered. If you're adding logic on a subsequent question, you can add the logic before the question is showed.

3. Setup the rules accordingly. Here's an example of how it might work. Once you're done, click "Save Changes".

That's it! You've setup the logic for your NPS question! Now that you're armed with the ability to gauge customer experience, go out and conquer the world!