Snap workpack: Net Promoter Score

Net Promoter Scores Promoters | Impartials | Detractors

Net Promoter Scores
Promoters | Impartials | Detractors

We’ve used a Net Promoter Score in some of our special reports recently and customers have asked how they can create a Net Promoter Score question in their own Snap surveys.

Snap’s technical author Rachel Ganz has created this workpack which describes how to create questions suitable for generating a Net Promoter Score in a Snap survey, and how to generate an NPS score from them.

You can use this workpack to create simple NPS analyses in your own survey. You can also copy the analyses and reports provided in the sample NPS survey into your own Snap survey.

Find out how to add and report an NPS question in your Snap surveys

What is the Net Promoter Score?

The Net Promoter Score, or NPS®, was developed by Fred Reichheld, Bain & Company, and Satmetrix in 2003. It assumes that all customers can be divided into three categories: Promoters, Passives, and Detractors. If you ask a rating scale question such as,

“How likely are you to recommend our company/product/service to your friends and colleagues?”

you can analyse the responses to show how your customers see your company.

The advantage of NPS is that it captures a key customer opinion with a single question which can be easily understood, communicated and tracked over time.

20 Survey Design & Administration Tips – Tips 11 thru 15

Here are tips 11 thru 15 in our series, 20 Survey Design & Administration Tips

 brand-consistency-survey-softwareTip #11: Brand consistency

It is important to be consistent with your brand. Use a survey software solution that provides you with design tools to customize surveys and gives you complete flexibility to create professional questionnaires that perfectly complement your organization’s brand.

Tip # 12: Gather internal feedback

Survey software is not limited to just producing external surveys. It is also a powerful resource for creating internal surveys that collect feedback from employees, managers, directors, executives, officers, etc. Make use of internal surveys to understand what they think, feel, expect, and need. Internal surveys often provide you with the most useful feedback to maintain and manage operational excellence.  Continue reading

Tips to Selecting the Best Survey Mode: #5 Bias

Blog Series: Tips to Selecting the Best Survey Method: #5 Bias

survey-mode-biasWe continue on to our final blog post in a series where we discuss issues with survey mode that you’ll want to take into consideration as you plan your next survey. Surveys modes can include: online, paper, mobile, and kiosk survey, and telephone or face-to-face interviews. You may even choose to administer a combination of survey modes.  As you plan your survey, you need to take into consideration the advantages and disadvantages of each survey mode. In the previous four blog posts in the series, we have discussed potential issues in population, sampling, questions, and administration. We now move on to our final topic – bias issues. Continue reading

Tips to Selecting the Best Survey Mode: #4 Administration

Blog Series: Tips to Selecting the Best Survey Method: #4 Administration 

Survey-method-administrationThis is the fourth blog post in a series where we discuss issues you’ll want to take into consideration as you plan your next survey. Whether administering an online, paper, mobile, or kiosk survey, or conducting a telephone or face-to-face interview (or a combination of survey modes), you need to take into consideration the advantages and disadvantages of each method. In the previous three blog posts in the series, we have discussed potential issues in population, sampling, and questions. We now move on to administration issues. Continue reading

Tips to Selecting the Best Survey Mode: #3 Questions

Blog Series: Tips to Selecting the Best Survey Method: #3 Questions 

online-survey-paper-survey-questionsThis is the third blog post in a series where we discuss issues you’ll want to take into consideration as you plan your next survey. Each mode of survey research – online, paper, mobile, or kiosk survey, or a telephone or face-to-face interview, or a combination of survey modes – has its own advantages and disadvantages. In the first blog post, we discussed potential population issues and in the second blog post we discussed sampling issues. We now move on to question issues.

Question issues 

At times, the types of questions and topic(s) that you want to ask respondents will determine the mode of survey research. There are several important issues with questions that you need to consider when planning your survey. Continue reading

Tips to Selecting the Best Survey Mode: #2 Sampling

Blog Series: Tips to Selecting the Best Survey Method: #2 Sampling 

modes-survey-research-samplingWhether you are conducting an online, paper, mobile, or kiosk survey, a telephone or face-to-face interview, or a combination of survey modes, you’ll want to take into consideration the advantages and disadvantages of each survey mode. This is the second blog post in a series where we discuss issues you’ll want to take into consideration as you plan your next survey. In the first blog post, we discussed potential population issues. We now move on to potential sampling issues.

The sample is the actual group of respondents in which you will need to contact to complete your survey. There are several important sampling issues you need to consider when planning your survey. Continue reading

Tips to Selecting the Best Survey Mode: #1 Population

Blog Series: Tips to Selecting the Best Survey Method: #1 Population 

survey-populationsWhen selecting the best survey mode for your research, you need to take into consideration the advantages and disadvantages of each survey type – online, paper, mobile, kiosk, or a combination of survey modes. Additionally, there are also face-to-face or telephone interviews. Selecting the type of survey you want to use is one of the most important decisions in the planning process. Over the next few blog posts, we’ll discuss issues you’ll want to take into consideration as you plan your next survey. In the first blog post, we’ll discuss potential population issues. Continue reading

Are You Using Survey Software to its Full Potential?

Are you getting the most out of your survey software? Are you aware of all the capabilities? 

In your organization, in any department, survey software can be used to create many different kinds of surveys for internal or external administration. But, are you using all of the many features available in your survey software solution? There are so many capabilities readily available that are often taken for granted. An advanced survey software solution, such as Snap Surveys, is like the Cadillac of survey software tools. It functions like any easy-to-use solution; however, it has so many advanced functions for survey design, multi-mode data collection, data analysis, and reporting that can help you make the most of your survey and results. It’s an all-in-one solution.

Offer your survey audience more by utilizing the many capabilities of your survey software solution. These features have been designed to: increase respondent engagement with format and interactive design features, streamline the administration and data collections processes, easily analyze data, and create simple to advanced reports.  Continue reading

Shorten Your Online Survey for a Better Response Rate

Create higher response rates with proper online survey length

A streamlined online survey is more efficient and can yield a higher response rate. The shorter the online survey, the more likely respondents will complete it. The length of your online survey depends on many factors. Ideally, the length of your online survey is based on the number of relevant questions asked and the optimal length that will convince someone to respond. Beware that using extra questions in your survey may have a negative effect on your response rate, so only develop questions that are pertinent to your survey research objectives. Continue reading

Double Check Your Online Survey Before Launching

It is extremely important to double check your online survey before launching in order to catch any mistakes

When launching your online survey you need to thoroughly review all aspects of your survey before it goes “live.” Although the bulleted list of steps below may seem like common sense steps, it’s the simple things we miss that can cause issues in the data collection process. With data accuracy on the line, it is important to be as thorough as possible when launching your surveys.

Over and over again, because we are in such a rush to collect data, we continue to hastily administer surveys before double checking for obvious errors in the format, design, and content of our surveys. The best way to break ourselves from this pattern is with the use of a detailed checklist. Continue reading