Included in your Questionnaire settings (navigate: Settings > Questionnaire > Questions) is now the NPS question “How likely are you to recommend us to friend or colleague?”. By default, this question is inactive. However, to add it as a question you simply turn the question on much like all the others.
The Net Promoter Score is a carefully curated index from -100 to 100 measuring the willingness of your customer to recommend you to others. In general, it is a measurement for overall satisfaction for an individual experience and, above all else, customer loyalty. It is commonly used across industries as an independent industry benchmark for improvement.
The question follows the format: How likely are you to recommend us to a friend or colleague?
Then, the answer is rated on a 0 to 10 scale with 0 being “Very unlikely” and 10 being “Extremely likely”.
You can then use your score to compare across the industry and is good on the macro-level to understand your greater business satisfaction. Learn about how Net Promoter Score (NPS) is calculated here.
You can see the statistics for your NPS in you back-end as you collect responses. This score can also be compared on a greater level in Statistics.
Follow these three steps to start collecting your NPS:
Now you are all set to start collecting responses.
You determine whether this question is required or not for all questionnaire respondents. Making it required ensures every invitation submitted builds your score.
If you decide you no longer want to collect your NPS, you can always come back and turn the question off again.
The results will be calculated automatically and presented in your Statistics for further consultation.