How does the question type 'NPS' help in a survey?
Customers are the nucleus and the primary binding pillar of every business. Happy customers bring in new customers, drive repeat purchases and help the business reach its next business milestone. While unhappy customers are unlikely to return and do not do much good to the business' reputation.
Net promoter score (NPS) question within a survey helps identify those happy and unhappy customers. It is a time-tested tool that businesses can utilize to potentially understand how their customers feel about the business and measure their satisfaction as a customer. The NPS question can quickly help you understand customer sentiments and also provides you with essential customer data to take timely action.
For example, the NPS question: "How likely are you to recommend us to your family and friends?", asks customers to indicate (on a scale of 0-10) how likely they are to recommend the business hence indicating their satisfaction level with the product or business.
Based on the responses, the respondents are divided into three groups:
Detractors (0-6) are dissatisfied customers who are most likely to spread negative feedback about your business.
Passives (7-8) are somewhat satisfied but are not likely to remain loyal for a long time. These customers are price sensitive and are likely to get swayed when a competitor comes calling.
Promoters (9-10) are your best customers. They love your offerings and are most likely to recommend other people to your business.
To calculate your NPS, calculate the total number of detractors and promoters from your total survey responses. Find the percentage for each group by dividing it by the total number of responses. Now, subtract the percentage total of detractors from the percentage of promoters to find out your NPS score.
Eg., Assume that you have received 150 survey responses, out of which 80 are promoters, 50 are detractors and 20 are passives. Now, divide the total number of promoters by the overall survey respondents (80/150=53.3%), and divide the total number of detractors by the overall survey respondents (50/150=33.3%). To calculate the NPS score, subtract the percentage of detractors from the promoters (53.3-33.3%=20%). The NPS score for your business will, therefore, be 20%.
How to create an NPS question from within your Birdeye dashboard?
Once you are in the process of creating a survey, to add an NPS question click on the tab labeled as 'Create a new question' and from the drop-down menu select NPS. When you hover over the NPS option, you can see an overview of the NPS question.
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| Field |
Meaning |
| Edit the question |
To edit the question, click on the first text box. |
| Rating labels |
You can edit the rating labels. By default, you can view the labels as 'Not at all likely' and 'Extremely likely'. |
| Move the NPS question |
You can move the NPS question before or after a question by clicking on the 'Arrow' icons at the bottom. |
| Delete question |
To delete an NPS question, click on the 'Bin' icon next to the 'Duplicate' icon. |
| Embed in email |
You can embed the question into an email by checking the corresponding box below.
Delete
NOTE:You can embed an NPS question into a survey email only if it is the first question. |
| Required |
This option mandates a question. If selected, the respondent needs to answer this question to proceed. |
| Options |
This drop-down menu allows you to add 'Skip logic', 'Display logic' and change the position of the NPS question. Click on the 'Option' drop-down menu and select the option you want. |
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