The Net Promoter Score (NPS) allows your customers to rate you on a scale of 0–10. The NPS is primarily a metric that indicates whether customers would recommend a product, service, or company.
With NPS, your customers are categorized into Detractors, Passives, and Promoters. Promoters are customers who rate your business with a 9 or 10, Passives rate you with a 7 or 8, and Detractors with a 0 to 6. The advantage of NPS is that it is very simple yet insightful. You can quickly capture customer sentiment and ask Passives and Detractors follow-up questions regarding the reasons for their lower ratings.
Settings:
- You can configure whether the question should be mandatory.
- You can choose whether the NPS scale should be highlighted with colors.
- You can individually customize the minimum and maximum ratings or use the standard labels.
Logic: If/then logic can be created:
Logic: If/then logic can be created:
If NPS is equal to/is better than or equal to/is worse than or equal to Detractor (0–6)/Passive (7–8)/Promoter (9–10),
then show the Thank You Message/close the survey/go to question X.
You can create more than one rule to ask your customers specific follow-up questions based on certain answers.
For example, you can ask Detractors or Passive users why they would not recommend you, or thank your Promoters.