What is Net Promoter Score?
Net Promoter Score (NPS) is a metric that measures how likely customers are to recommend a company's products or services to others.
A Net Promoter Score can be added to any survey in the Digital Communication Platform.
Step 1 Log into the Digital Communication Platform (DCP).
Step 2 From the Product Suite drop-down menu, select Surveys.
Step 3 Click Begin to add a new survey.
Step 4 Complete each tab to define the details of the survey, including Details, Greeting, Confirmation, and Questions. Note that Net Promoter Score can be added to an existing survey, or can be created as a stand-alone survey.
Step 5 Within the Questions tab, click the icon to add Net Promoter Score to the Survey.
Step 6 Next, you'll define the specifics of your Net Promoter Score question, including follow up questions and whether the NPS question is required.
Step 6.1 Select your desired Category from the drop-down menu. Options are Company, Branch, or Product/Service. Depending on the Category chosen, the corresponding "name" field to the right will update. For example, when Product/Service is chosen for the Category, the "name" field adjusts to display "Product/Service name".
Step 7 Select the checkbox for "Required" if survey responders must complete this question.
Step 8 The example question will update depending on the option selected from the drop-down Category list.
Step 10 Within the display type drop-down list, select the desired option for the appearance of the Net Promoter Scores.
Step 11 To include follow up questions, select the first checkbox. If the checkbox is selected, additional options will be available to designate where the responder will be directed, depending on their answer. In this example, if a (detractor) score of 0-6 is selected, the survey responder will be taken to Page 2 of the survey. A passive score may range from 7-9, and a promoter score may range from 9-10.
Step 12 Now that our detractor, passive, and promoter scores have been set up, click update.
The full survey setup includes the NPS question. Survey responders who select a detractor score of 0-6 will be directed to Page 2 of the survey, where they will then answer the follow up question.
Repeat the same process to add additional follow up questions for passive and promoter scores if desired.
Note 1: When NPS follow up questions are selected, the NPS question becomes required.
Note 2: Deleting a NPS question, any associated follow up questions will not automatically be deleted at the same time. NPS follow up questions, regardless of the score, are edited and removed separately.