With the NPS question -type you can easily start measuring the original Bain & Company Net Promoter® Score metric. In this article we guide you how to build a basic NPS survey. If you wish to take a deeper dive to the NPS metric, check out our blog 'Happy 20th Birthday Net Promoter® Score'.
If you wan't to take a shortcut you can use our NPS template via the 'Create a new survey' menu on the front page.
Building a NPS-survey:
- If you plan to have multiple languages in your survey, first add the needed language versions from the language-signpost button
- Then Drag & drop the NPS question element to the survey form (this will add the correct default NPS question text to all the added languages at once)
- Replace the text in brackets with a relevant text that suit your needs and do the same in all language versions
- Add a new page from the bottom left corner + button
- Add an open question to the second page with the following text:
- What is the primary reason for your score?
- Translate the open question text to all the language versions
- Check how the survey looks and works via the 'Preview' -view
- Save & launch if everything works
Tips & Tricks
- If you already measure NPS where the question has been done using our regural number scale question type, you can visit the survey Build-view and mark the question to be NPS from the question settings.
- If you measure support with NPS, consider adding also First Contact Resolution -question to the survey.
- We don't recommend adding multiple different satisfaction metrics (CSAT, CES etc) to the same survey