Using Net Promoter Scores (NPS) in Snap

This worksheet describes how to create questions suitable for generating Net Promoter Scores in a Snap survey, and how to generate a Net Promoter Score from them.

• Download a printable pdf version of this worksheet

Background

The Net Promoter Score, or NPS®, was developed by Fred Reichheld, Bain & Company, and Satmetrix in 2003. For more information on Net Promoter Scores, click here.

A sample NPS survey containing appropriate question and analysis styles is available for download here. (This survey is only available to users of Snap 11.07 onwards).
A sample pdf report generated from the RPNPSfinal report in the sample survey is available here.
Sample chart styles to download and use in your own surveys are available here.

The sample NPS survey contains:

• a sample NPS question “How likely are you to recommend this company to a friend or colleague?” with a response range of 0 – 10
• four sample image map styles (.isf) to represent the question
• a derived variable used to create the three categories
• a weight used to convert the three categories into a mean
• analyses showing different ways to represent your findings
• reports demonstrating the presentation of the analyses
• sample data used in the analyses and reports

You can use this worksheet as a tutorial on how to create simple NPS analyses in your own survey. You can also inspect the analyses and reports provided in the sample NPS survey and copy them to your own survey.

The worksheet provides tutorial instructions on:

• Copying the NPS question from the sample survey to your own survey
• Importing the map control style from the sample survey to your own survey
• Creating a derived variable for NPS analysis
• Creating a weight for NPS analysis
  
• Creating charts (seperate page) includes:
  • Creating the NPS doughnut chart in your own survey
  • Creating the bar chart of the NPS over time in your own survey
  • Exporting/Importing a chart styles
  • Creating your own image bar charts
• Running the report in the sample survey

The sample NPS questions

The sample NPS survey questionnaire contains the same 11-points scale single-response question presented in five different ways. You will need to download this survey and restore it from archive before you use it.

The respondent can select from 0 (very unlikely) to 10 (very likely).

To copy the question to use in your survey

1. Open your own survey in the Questionnaire Design window.
2. Open the Reference window by clicking  on the main program toolbar or select File|Reference.
3. Click [Browse] and find the restored NPS survey.
4. Select one of the NPS questions.
   
5. Drag it into your survey.

The question will be styled according to the single-response style used in your survey. If you wish to use one of the image maps provided in the sample NPS survey, you must import the map control style.

Importing the map control style

1. Open the restored NPS survey and find the question with the map control you wish to use.
2. Double-click the map control to open the map control editor.
3. Select Save map control from the map control File menu.
4. Save the .isf file to a folder that you will remember.
5. Click [Cancel] to leave the map control editor.
6. Open your survey.
7. Select the NPS question.
8. Select Show in the toolbar topic list.
9. Select <As Map Control> as what to show and check the box.
10. The question layout changes to a grey box with the text “Double-click to define Map Control”.
    
11. Click the [Map control..] button on the toolbar or double-click the grey block to open the Map Control Editor window.
12. Select Load map control from the map control File menu.
13. Browse to the file that you previously exported and click [Open].
14. Click [OK] to leave the map control editor.

The NPS analyses supplied

The analyses supplied show the following types of data

1. The responses to the original question.
2. The responses to the original question categorised as detractors, neutrals and promoters. These are based on the derived variable V1aNP.
3. The net promoter score, shown over time. These are based on a weighted mean of the derived variable V1aNP. They used derived variables to break down the data over time.
4. The NPS. This is calculated using cell references.

Creating the derived variable for NPS analysis in your own survey

1. Click  on the Snap toolbar to display the Variables window.
2. Click  on the Variables window toolbar to add a new variable.
3. Specify the Variable details:
   Name: V1aNP
   Label: NPS Negative to Positive
   Type: Derived (the variable will derive its data from the original rating question)
   Response: Single
4. Double click in the first code label and type Detractors.
   
5. Press [Tab] to move to the Values column. Enter Q1a=(1~7) using your own variable name instead of Q1a. This code will be used when one of the detractor values (i.e. ratings 0 – 6) is selected.
6. Press [Tab] to move to the next Label field and enter Neutrals. Then enter Q1a=(8,9) using your own variable name as the Value.
7. Press [Tab] to move to the next Label field and enter Promoters. Then enter Q1a=(10,11) using your own variable name as the Value.
8. Click  to save the variable.

Creating the weight for NPS analysis in your own survey

The weight is used to score the detractors as a negative value, the neutrals as zero, and the promoters as a positive value. This allows you to calculate the percentage of detractors, neutrals and promoters.

1. Click  to display the Weights Window.

   

2. Click  to add a new weight and specify the weight matrix as follows:
   Name: WT1 (Snap automatically allocates this)
   Label: pos to neg
   Method: Factor (Snap automatically allocates this)
   Decimal places: 0
   Number of codes: 3
   Add the following values detailed in the table below:

   Code	Value
   1	-100
   2	0
   3	100

3. Click  to save the Weight.

• How to create NPS charts for your reports

  • Creating the NPS doughnut chart in your own survey
  • Creating the bar chart of the NPS over time in your own survey
  • Exporting/Importing a chart styles
  • Creating your own image bar charts

Notes on running the reports supplied

The survey includes the report RPNPSfinal. This has been created by executing sub-reports, each of which contains one or two charts, together with the page layout and window size instructions to place them on the page. The report includes information on how it has been created. If you wish to explore the reports, it is recommended that you make a copy before you make changes.

Running the report

1. Click  on the Snap toolbar to open the Reports window.
2. Select the RPNPSfinal report in the window.
3. Click the  button on the Reports window toolbar to run the report.
4. The Report Execution dialog will open. It will send a report straight to your printer. If you want to use a different printer (such as a PDF writer), click [Printer] to choose a printer
5. Click [OK] to run your report.

Conclusion

This worksheet has described how to copy an NPS question and chart styles from a supplied survey into your own survey. It has told you how to create the derived variable and weight needed to analyse the NPS scores. It has described how to create two of the analyses supplied with the sample NPS survey. It has also covered creating an image bar chart using a different image to the one provided with the sample survey.

If there is a topic you would like a worksheet on, email to snapideas@snapsurveys.com