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.
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.