NPS settings
The Net Promoter Score (NPS) is a metric used to gauge customer satisfaction and loyalty. It measures the willingness of customers to recommend a company's products or services to others.
To calculate the NPS, customers are asked a single question: "On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?" Based on their responses, customers are categorized into three groups:
Promoters (score 9-10): These are loyal customers who are likely to recommend the company to others.
Passives (score 7-8): These customers are satisfied but not enthusiastic. They are less likely to actively promote the company.
Detractors (score 0-6): These customers are unhappy and may potentially harm the company's reputation through negative word-of-mouth.
The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters). A positive score indicates more promoters than detractors, while a negative score indicates the opposite.
Manage your NPS settings
| Setting | Description |
|---|---|
Send NPS notification at: | This will send a notification to all everyone asking them to complete the NPS feedback |
Enavle NPS encouragment video | If enabled, an encouragement video (based on the NPS score) will be displayed after the users gives an NPS score, which improves the number of feedback that is given. (Virtual platform only setting) |
Vimeo ID for a NPS promotor video | |
Vimeo ID for a NPS neutral video | |
Vimeo ID for a NPS detractors video | |
Extra form URL | A page to this URL will be opened after the user answered the NPS question, so you can get more info |
Last updated