{"id":13358,"date":"2014-01-10T16:21:09","date_gmt":"2014-01-10T16:21:09","guid":{"rendered":"https:\/\/www.snapsurveys.com\/support-snap11\/?page_id=13358"},"modified":"2023-04-05T15:41:41","modified_gmt":"2023-04-05T14:41:41","slug":"using-net-promoter-scores-nps-snap","status":"publish","type":"page","link":"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/using-net-promoter-scores-nps-snap\/","title":{"rendered":"Using Net Promoter Scores (NPS) in Snap"},"content":{"rendered":"<p>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.<\/p>\n<ul>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2017\/05\/Snap-Surveys-NPSworksheet-0517.pdf\">Download a printable pdf version of this worksheet<\/a><\/li>\n<\/ul>\n<h3>Background<\/h3>\n<p>The Net Promoter Score, or NPS\u00ae, was developed by Fred Reichheld, Bain &amp; Company, and Satmetrix in 2003.&nbsp;For more information on Net Promoter Scores,&nbsp;<a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/net-promoter-scores\/\" target=\"_blank\" rel=\"noopener noreferrer\">click&nbsp;here<\/a>.<\/p>\n<p>A sample NPS survey containing appropriate question and analysis styles is available for <a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2015\/10\/Net-Promoter-worksheet-survey-with-charts-and-reports2.adf\">download here<\/a>. <em>(This survey is only available to users of Snap 11.07 onwards)<\/em>.<br \/>\nA sample pdf report generated from the&nbsp;<strong>RPNPSfinal&nbsp;<\/strong>report in the sample survey is <a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2015\/10\/Net-Promoter-worksheet-survey-with-charts-and-reports-RPNPSfinal.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">available here<\/a>.<br \/>\nSample chart styles to download and use in your own surveys are <a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/nps_styles.zip\">available here<\/a>.<\/p>\n<p><strong>The sample NPS survey contains:<\/strong><\/p>\n<ul>\n<li>a sample NPS question &#8220;How likely are you to recommend this company to a friend or colleague?&#8221; with a response range of 0 &#8211; 10<\/li>\n<li>four sample image map styles (.isf) to represent the question<\/li>\n<li>a derived variable used to create the three categories<\/li>\n<li>a weight used to convert the three categories into a mean<\/li>\n<li>analyses showing different ways to represent your findings<\/li>\n<li>reports demonstrating the presentation of the analyses<\/li>\n<li>sample data used in the analyses and reports<\/li>\n<\/ul>\n<p>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.<\/p>\n<p><strong>The worksheet provides tutorial instructions on:<\/strong><\/p>\n<ul>\n<li><a id=\"h32450\" title=\"The sample NPS questions\" href=\"#o32309\">Copying the NPS question from the sample survey to your own survey<\/a><\/li>\n<li><a id=\"h32450_2\" title=\"The sample NPS questions\" href=\"#o32355\">Importing the map control style from the sample survey to your own survey<\/a><\/li>\n<li><a id=\"h32326\" title=\"Creating the derived variable for NPS analysis in your own survey\" href=\"#o32319\" target=\"_self\" rel=\"noopener\">Creating a derived variable for NPS analysis<\/a><\/li>\n<li><a id=\"h32325\" title=\"Creating the weight for NPS analysis in your own survey\" href=\"#o32320\">Creating a weight for NPS analysis<br \/>\n<\/a><\/li>\n<li>Creating charts (seperate page) includes:\n<ul>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32322\">Creating the NPS doughnut chart in your own survey<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32356\">Creating the bar chart of the NPS over time in your own survey<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32357\">Exporting\/Importing a chart styles<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32330\">Creating your own image bar charts<\/a><\/li>\n<\/ul>\n<\/li>\n<li><a id=\"h32454\" title=\"Notes on running the reports supplied\" href=\"#o32344\" target=\"_self\" rel=\"noopener\">Running the report in the sample survey<\/a><\/li>\n<\/ul>\n<p><a name=\"o32309\"><\/a><\/p>\n<h3>The sample NPS questions<\/h3>\n<p>The sample&nbsp;NPS survey questionnaire contains the same 11-points scale single-response question presented in five different ways. You will need to <strong><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/09\/Net-Promoter-worksheet-survey-with-charts-and-reports.adf\">download&nbsp;this survey<\/a><\/strong> and restore it from archive before you use it.<\/p>\n<p>The respondent can select from 0 (very unlikely) to 10 (very likely).<\/p>\n<h3>To copy the question to use in your survey<\/h3>\n<ol>\n<li>Open your own survey in the&nbsp;<strong>Questionnaire Design<\/strong>&nbsp;window.<\/li>\n<li>Open the&nbsp;<strong>Reference&nbsp;<\/strong>window by clicking&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/surveypak.png\" alt=\"surveypak\" width=\"16\" height=\"16\">&nbsp;on the main program toolbar or select&nbsp;<strong>File|Reference<\/strong>.<\/li>\n<li>Click&nbsp;<strong>[Browse]&nbsp;<\/strong>and find the restored NPS survey.<\/li>\n<li>Select one of the NPS questions.\n<div><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/ref_nps_sel.png\" alt=\"Reference NPS question select\" width=\"551\" height=\"376\"><\/div>\n<\/li>\n<li>Drag it into your survey.<\/li>\n<\/ol>\n<p>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.<br \/>\n<a name=\"o32355\"><\/a><\/p>\n<h3>Importing the map control style<\/h3>\n<ol>\n<li>Open the restored NPS survey and find the question with the map control you wish to use.<\/li>\n<li>Double-click the map control to open the map control editor.<\/li>\n<li>Select&nbsp;<strong>Save map control<\/strong>&nbsp;from the map control&nbsp;<strong>File<\/strong> menu.<\/li>\n<li>Save the .isf file to a folder that you will remember.<\/li>\n<li>Click&nbsp;<strong>[Cancel]<\/strong>&nbsp;to leave the map control editor.<\/li>\n<li>Open your survey.<\/li>\n<li>Select the NPS question.<\/li>\n<li>Select<strong>&nbsp;Show&nbsp;<\/strong>in the toolbar topic list.<\/li>\n<li>Select&nbsp;<strong>&lt;As Map Control&gt;<\/strong>&nbsp;as what to show and check the box.<\/li>\n<li>The question layout changes to a grey box with the text &#8220;Double-click to define Map Control&#8221;.\n<div><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-29951\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2020\/02\/show-map-control-new.png\" alt=\"show-&amp;-map-control new\" width=\"1550\" height=\"109\"><\/div>\n<\/li>\n<li>Click the&nbsp;<strong>[Map control..]<\/strong>&nbsp;button on the toolbar or double-click the grey block to open the Map Control Editor window.<\/li>\n<li>Select&nbsp;<strong>Load map control&nbsp;<\/strong>from the map control&nbsp;<strong>File&nbsp;<\/strong>menu.<\/li>\n<li>Browse&nbsp;to the file that you previously exported and click&nbsp;<strong>[Open]<\/strong>.<\/li>\n<li>Click&nbsp;<strong>[OK]<\/strong>&nbsp;to leave the map control editor.<\/li>\n<\/ol>\n<p><a name=\"o32316\"><\/a><\/p>\n<h3>The NPS analyses supplied<\/h3>\n<p>The analyses supplied show the following types of data<\/p>\n<ol>\n<li>The responses to the original question.<\/li>\n<li>The responses to the original question categorised as detractors, neutrals and promoters. These are based on the derived variable&nbsp;<strong>V1aNP<\/strong>.<\/li>\n<li>The net promoter score, shown over time. These are based on a weighted mean of the derived variable&nbsp;<strong>V1aNP<\/strong>. They used derived variables to break down the data over time.<\/li>\n<li>The NPS. This is calculated using cell references.<\/li>\n<\/ol>\n<p><a name=\"o32319\"><\/a><\/p>\n<h3>Creating the derived variable for NPS analysis in your own survey<\/h3>\n<ol>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/codes.png\" alt=\"codes\" width=\"16\" height=\"16\">&nbsp;on the Snap toolbar to display the&nbsp;<strong>Variables<\/strong>&nbsp;window.<\/li>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/add.png\" alt=\"add\" width=\"15\" height=\"16\">&nbsp;on the&nbsp;<strong>Variables&nbsp;<\/strong>window toolbar to add a new variable.<\/li>\n<li>Specify the&nbsp;<strong>Variable details<\/strong>:<br \/>\n<strong>Name<\/strong>: V1aNP<br \/>\n<strong>Label<\/strong>: NPS Negative to Positive<br \/>\n<strong>Type<\/strong>: Derived (the variable will derive its data from the original rating question)<br \/>\n<strong>Response<\/strong>: Single<\/li>\n<li>Double click in the first code label and type&nbsp;<strong>Detractors<\/strong>.\n<div><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/der_nps.png\" alt=\"V1aNP Variable Details\" width=\"564\" height=\"419\"><\/div>\n<\/li>\n<li>Press [Tab] to move to the&nbsp;<strong>Values&nbsp;<\/strong>column. Enter&nbsp;<strong>Q1a=(1~7)<\/strong>&nbsp;using your own variable name instead of&nbsp;<strong>Q1a<\/strong>. This code will be used when one of the detractor values (i.e. ratings 0 &#8211; 6) is selected.<\/li>\n<li>Press [Tab] to move to the next <strong>Label<\/strong> field and enter <strong>Neutrals<\/strong>. Then enter <strong>Q1a=(8,9)<\/strong> using your own variable name as the <strong>Value<\/strong>.<\/li>\n<li>Press [Tab] to move to the next <strong>Label<\/strong> field and enter <strong>Promoters<\/strong>. Then enter <strong>Q1a=(10,11)<\/strong> using your own variable name as the Value.<\/li>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/save.png\" alt=\"save\" width=\"21\" height=\"17\">&nbsp;to save the variable.<\/li>\n<\/ol>\n<p><a name=\"o32320\"><\/a><\/p>\n<h3>Creating the weight for NPS analysis in your own survey<\/h3>\n<p>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.<\/p>\n<ol>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/weights.png\" alt=\"weights\" width=\"16\" height=\"16\">&nbsp;to display the&nbsp;<strong>Weights Window<\/strong>.\n<div>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2014\/01\/wt_pos2neg.png\" alt=\"Weight_pos2neg\" width=\"332\" height=\"207\"><\/p>\n<\/div>\n<\/li>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/add.png\" alt=\"add\" width=\"15\" height=\"16\">&nbsp;to add a new weight and specify the weight matrix as follows:<br \/>\n<strong>Name<\/strong>: WT1 (Snap automatically allocates this)<br \/>\n<strong>Label<\/strong>: pos to neg<br \/>\n<strong>Method<\/strong>: Factor (Snap automatically allocates this)<br \/>\n<strong>Decimal places<\/strong>: 0<br \/>\n<strong>Number of codes<\/strong>: 3<br \/>\nAdd the following values detailed in the table below:<\/p>\n<table border=\"0\" width=\"150\" cellspacing=\"0\" cellpadding=\"2\">\n<tbody>\n<tr align=\"left\" valign=\"top\">\n<td width=\"70\"><strong>Code<\/strong><\/td>\n<td width=\"80\"><strong>Value<\/strong><\/td>\n<\/tr>\n<tr align=\"left\" valign=\"top\">\n<td width=\"70\">1<\/td>\n<td width=\"80\">-100<\/td>\n<\/tr>\n<tr align=\"left\" valign=\"top\">\n<td width=\"70\">2<\/td>\n<td width=\"80\">0<\/td>\n<\/tr>\n<tr align=\"left\" valign=\"top\">\n<td width=\"70\">3<\/td>\n<td width=\"80\">100<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/li>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/save.png\" alt=\"save\" width=\"21\" height=\"17\">&nbsp;to save the&nbsp;<strong>Weight<\/strong>.<\/li>\n<\/ol>\n<ul>\n<li>\n<h3>How to create NPS charts for your reports<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32322\">Creating the NPS doughnut chart in your own survey<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32356\">Creating the bar chart of the NPS over time in your own survey<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32357\">Exporting\/Importing a chart styles<\/a><\/li>\n<li><a href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/nps-charts\/#o32330\">Creating your own image bar charts<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><a name=\"o32344\"><\/a><\/p>\n<h3>Notes on running the reports supplied<\/h3>\n<p>The survey includes the report&nbsp;<strong>RPNPSfinal<\/strong>. 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.<\/p>\n<h3>Running the report<\/h3>\n<ol>\n<li>Click&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/batch.png\" alt=\"batch\" width=\"16\" height=\"16\">&nbsp;on the Snap toolbar to open the&nbsp;<strong>Reports&nbsp;<\/strong>window.<\/li>\n<li>Select the&nbsp;<strong>RPNPSfinal&nbsp;<\/strong>report in the window.<\/li>\n<li>Click the&nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.snapsurveys.com\/support-snap11\/wp-content\/uploads\/2013\/09\/12258.png\" alt=\"Play\/run button\" width=\"26\" height=\"24\">&nbsp;button on the&nbsp;<strong>Reports&nbsp;<\/strong>window toolbar to run the report.<\/li>\n<li>The&nbsp;<strong>Report Execution&nbsp;<\/strong>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&nbsp;<strong>[Printer]<\/strong>&nbsp;to choose a printer<\/li>\n<li>Click&nbsp;<strong>[OK]<\/strong>&nbsp;to run your report.<\/li>\n<\/ol>\n<p><a name=\"o32148\"><\/a><\/p>\n<h3>Conclusion<\/h3>\n<p>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.&nbsp;It has also covered creating an image bar chart using a different image to the one provided with the sample survey.<\/p>\n<p>If there is a topic you would like a worksheet on, email to&nbsp;<a title=\"\" href=\"mailto:snapideas@snapsurveys.com\" target=\"_self\" rel=\"noopener\">snapideas@snapsurveys.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p><a class=\"ninja_pages_read_more\"  href=\"https:\/\/www.snapsurveys.com\/support-snap11\/worksheets\/using-net-promoter-scores-nps-snap\/\"><\/a><\/p>\n","protected":false},"author":10,"featured_media":0,"parent":43,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"page-templates\/child-page.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":{"0":"post-13358","1":"page","2":"type-page","3":"status-publish","5":"search_category-support-hub"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - 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