Enalyzer Help Center

Net Promoter Score®

Net Promoter Score® is a metric developed in 1993 by Fred Reichheld as a way to measure customer loyalty.

How does it work? NPS is based on a single and simple question:

“How likely is it that you would recommend this [company/product/service] to a friend or colleague?”

However, we recommend you add an open answer question. This way you allow respondents to elaborate on whatever score they’ve given you and it helps you take action!

How is the score calculated? The NPS ranges from -100 to 100 and it can be seen as a report card for your company, product or service, grading the overall customer experience. Respondents are segmented into three groups according to the rating they gave:

Promoters (score 9 – 10) are loyal and will recommend you to their networks. They are your ambassadors and are therefore more likely to remain customers and increase their purchases over time.

Passives (score 7 – 8) are satisfied for now but your company, product and/or service didn’t leave a lasting or permanent impact. They won’t vouch for you but may mention you within the right context.

Detractors (score 0- 6) are not happy! They will actively spread negative word-of-mouth and tend to be louder (and scarier) than promoters.

What does the score mean?

We find that people often wonder what their score means and how to deal with it. Well, the NPS is the percentage of promoters minus the percentage of detractors, therefore a positive score means you have more promoters than detractors and vice versa. To increase your NPS, you have to boost the percentage of Promoters by reducing Passives and Detractors. This gives you a straightforward metric that you can share with your employees and use as a motivation tool to provide the best customer experience possible.

How do I add Net Promoter Score® (NPS) questions?

  1. Go to your survey, click on the add element icon () and choose question.
  2. Choose Net Promoter Score® (NPS), and click next.
  3. Under merge field, type in the name of your company/product/service. Whatever you input here will be merged into the NPS question.
  4. The include don't know setting is disabled by default. Enable it if you want to add don't know to your NPS question. The don't know option is automatically removed from the NPS score calculation.
  5. When you are satisfied with your question click next. You now have the following options:
    • Allow open answers: This setting allows respondents to elaborate on their answer.
      Pro tip: By allowing open answers, you give respondents the opportunity to explain their good or bad evaluation of your company/product/service.
    • Answer is required: This setting is enabled by default. Disable it if you don’t want the NPS question to be mandatory. If you enable the allow open answers setting, you will have the option to make open answers mandatory by enabling the open answer is required setting.
    • Button scale: Select the question's layout and decide how your response options are visually presented to your respondents. You can choose between button scale and dropdown menu.
  6. When you have finalized your question and customized the settings, click add.

Click here to learn more about the NPS method.

* This feature is only available with a Professional subscription. Check out our plans.

Net Promoter Score® questions in reports

As you know, you can add different types of charts to your reports: frequencycomparisontime series, and counter charts. Nevertheless, the choice of using multiple questions in your survey has consequences in your reporting charts.

Frequency chart

Frequency charts show how the response frequency is distributed among the different response alternatives.

  1. Go to your report, click on the add report elements icon (add-chart.PNG) and select frequency.
  2. Select your NPS question, and click add. Your chart will be created and added to your report immediately.
  3. If you want to add the "don't know" option in your chart and calculations, click on settings, and disable the remove from chart and calculation setting.

Frequency charts based on NPS questions are, by default, displayed with a gauge, showing the Net Promoter Score. However, NPS questions can also be displayed as bars (horizontal and vertical), stacked bars (horizontal and vertical), stacked bars 100% (horizontal and vertical), and gauge charts.

Open answers in frequency charts

If you enabled open answers in your NPS, then your open answers will appear underneath the respective chart. To be able to see the open answers in your PDF report, you have to create a copy of the chart and change it to an open answers chart.

  1. Go to your report.
  2. Click on the actions menu and click copy.
  3. Select the chart you want to copy and click copy.
  4. Click on the newly created chart and select open answers under layout. Your changes will be saved immediately.
  5. Close the edit chart menu.
  6. Open the side menu and select download.
  7. Under the file format, open the dropdown and select PDF.
  8. Under report content, select charts and open answers.
  9. Finally, click download*.

Your open answers will be at the end of your PDF report.

* This feature is only available with a Professional subscription. Check out our plans.

 Time series charts

A time series chart is an illustration of data points at successive time intervals. In human language, it allows you to follow a variable, in this case, your NPS, over time.

  1. Go to your report, click on the add report elements icon (add-chart.PNG) and select time series*.
  2. Select your NPS question and click next.
  3. Select the time variable you will be crossing the previous variable with. You can choose between survey startup time and survey invitation time.
  4. Once you've chosen your second variable, click next.
  5. Choose a time period for your chart. You can define your own time period or use the drop-down menu to choose a predefined time period.
  6. Once you've chosen a time period, click add.
  7. Your chart will be created and added to your report immediately.

* This feature is only available with a Professional subscription. Check out our plans.

Time series charts based on NPS questions are, by default, displayed as vertically stacked bars and they show the distributions of Promoters, Passives, and Detractors, as well as the NPS score. The other available chart types for time series are bars (vertical), stacked bars (vertical), stacked bars 100% (vertical), line, area (zoomable), bars (zoomable).  

 

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