Does NPS have a follow-up question?
Yes, normally there is. Net Promoter Score surveys are normally made up of two questions.
The first question is a version of the standard 'How likely are you to recommend our company to your friends and colleagues'. You can send this out to your customers and employees using Email, SMS, on your Website or at Events. The responses to this first question are a score between 0-10.
A follow-up question is then normally displayed with the wording a version of 'Why did you give this score?' This follow-up question allows the recipient to enter a few sentences to describe why they gave you a particular score. We call this text response the 'verbatim' response.
Note: SightMill also supports multiple questions - this does reduce response rates and you can often get as much information from careful implementation of the standard NPS question and follow-up. If you'd like to use multiple questions, please contact us and we'll enable this feature on your account.
Could you give me a quick and clear summary of how to calculate NPS?
NPS Calculation is a simple equation that is calculated by subtracting the percentage of detractors from the percentage of promoters who have responded to a standard NPS (Net Promoter Score) question... but hang on, that sounds quite complicated. ...
What's the difference between NPS and customer review services such as TrustPilot?
Customer review sites are incredibly powerful buying aids to help potential customers get what's called 'social proof' about a product from other customers. They work on the same principal as you trusting what your friend says about a new restaurant ...
Can Net Promoter Score be negative?
Yes. NPS scores can range from -100 to +100. The calculation is to subtract the percentage of detractors from the percentage of promoters (you ignore the passives from this calculation). So if you have 100 responses and 40 score 0-6 (detractors), 45 ...
Create a new survey Project
SightMill uses Projects to help you organise your NPS surveys (rather like a campaign in marketing). A Project can have different delivery formats (eg it can combine email, SMS, website and event surveys), but can only have one survey for each of ...