Introduction

Net Promoter Score (NPS) is a simple but powerful tool used in surveys to gauge customer loyalty and satisfaction.

Example of an NPS question:

On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?

Based on their responses, customers were classified into three categories:

1. Promoters (9-10): Loyal enthusiasts who continue to make purchases and refer others.

2. Passives (7-8): Satisfied but unenthusiastic customers.

3. Detractors (0-6): Unhappy customers who can harm your brand through negative word-of-mouth.

Sprinklr surveys also offer NPS questions to collect feedback about loyalty and satisfaction from the respondents.

Steps to Access NPS Questions

1. Go to Builder > Question Library.

2. Click NPS.

Components of NPS question in Sprinklr Surveys

Question

1. Add Question Title.

2. Click Font Size to change the size of the title text.

3. Click Text Colour to change the colour of the text.

4. Click Bold to bold the text.

5. Click Italic to make it italics.

6. Click Underline to underline the text.

7. Click Insert Link to insert URL.

8. Click Add Bulleted List to add bullets.

9. Click Add Numbered List to add numbers.

10. Click Align to align the text ( left, right or center).

11. Click Insert Table to add table.

12. Click Clear Formatting to clear formatting.

13. ​Click Placeholder to add placeholder text to piping in information in a question title externally so that its dynamic in nature.

    1. Survey Question Response: Response to one question can be added as a placeholder question title for another.

       Ex: Capture name in first question and use them for other questions.

    2. Survey Meta Data: Basically helps to get information about which specific browser, OS the respondent is using.

    3. Profile Custom Field: Helps to tag user profiles.

       Example: user type -advocate, influencer, detractor, etc.

    4. Response Custom Field: Is in the anonymous field and selects from the response custom field. When the respondent responds then the specific custom field that is there will be tagged to that response.

       Ex: if we have location response custom filed from a specific location for a Retail chain it will be tagged here.

    5. Response Date: It captures the specific time in which the response is captured (in different formats). These are used in transactional surveys.

Answer

1. Go to Answers and select Question Button.

   1. Numbered Button: Numbered button will show options in the form of numbers from 0 -10( 0 being lowest and 10 being highest).

   2. Radio Button: Will appear in the form of red, amber and green buttons in the form of numbers from 0-10(0 beng lowest and 10 being highest).

   3. Emoji: Emojis will represent the happiness index of the repondent.

Lables

1. Click Lables section to add lables.

2. Click Bulk Edit Option to bulk edit the lables.

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Question Media

1. Click Upload Asset to upload assets using Upload Media or Select from Asset Library.

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Media Attachment

1. Click Add Media to add media files using Upload Media or Select from Asset Library.

Enable Preview

1. Toggle Enable Preview to check the preview.

Enable Download

1. Toggle Enable Download to download.

Styling

1. Go to Builder > Styling to style.

Answer Formatting

1. Click Label Alignment and select from the drop down:

   1. Above Scale: Label will appears above the rating scale.

   2. Below Scale: Label will appear below the rating scale.

Response

For each response with NPS question, a score out of 10 as selected by the respondents is stored and displayed in the responses tab.

Analytics

Widget to show the number of responses corresponding to each NPS score. All three categories are highlighted in different colors.

Net Promoter Score is displayed using a speedometer, calculated using formula mentioned below.

NPS=%Promoters−%Detractors

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