The Net Promoter Score (NPS) gauges customer loyalty by asking respondents how likely they are to recommend a product or service on a scale from 0 to 10. As an industry-standard metric, it enables businesses to monitor customer sentiment, pinpoint areas for improvement and take data-driven actions based on customer feedback.

Example of an NPS question:

On a scale of 0 to 10, how likely are you to recommend our product or 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.

Business Problems Solved

• Gathering Insights for Customer Loyalty: To evaluate the effectiveness of a new product launch, a reliable method is needed to measure customer loyalty and their likelihood to recommend the product. By adding an NPS question to the survey, responses can be easily categorized into Promoters, Passives, and Detractors. This provides a clear metric to track customer satisfaction with the new product, aiding in the adjustment of marketing and product development strategies. Feedback from Promoters can be used to generate testimonials for marketing, while Detractors can be contacted for follow-up to address their concerns.

• Using NPS to Improve Customer Experience: Leveraging NPS data can effectively identify and address key customer issues, leading to enhanced product quality and increased customer satisfaction.

NPS allows businesses to benchmark their performance against industry standards and assess their market position. By categorizing respondents into Promoters, Passives, and Detractors, businesses can leverage Promoters for marketing, engage Passives to build loyalty, and address feedback from Detractors.

Prerequisites

You must have survey creation rights to leverage this feature.

Navigation Steps

1. Go to Builder and then access Question Library.

2. Click NPS.

Components of NPS Question

Question

It helps to edit the NPS Survey Question Type and lets look at the features:

1. Question Title: You can add the question title by clicking on the Question Title Option.

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

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

4. Bold: Click Bold to bold the text.

5. Italic: Click Italic to make it italics.

6. Underline: Click Underline to underline the text.

7. Insert Link: Click Insert Link to insert URL.

8. Add Bulleted List: Helps to add bullets.

9. Add Numbered: Helps to list to add numbers.

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

11. Insert Table: Helps to Insert Table to add table.

12. Clear Formatting: Helps to clear format.

13. ​Placeholder:Helps 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. Contact Field: Helps to capture contact information of customers like contact address, email id , first and last name.

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

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

    5. 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.

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

    7. Transaction Fields: Captures information related to any other custom field.

Answer

You can select the various Answer Button Type available:

Go to Answers and select Button Type.

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

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

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3. Emoji: Emojis will represent the happiness index of the repondent would be measured on a scale between Strongly Disagree to Strongly Agree.

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Labels

Labels help to add more context to the scale. You can add up to 3 labels. You also have the option to modify labels in bulk using the Bulk Edit feature. You can use the bulk edit option below labels list to add,remove and modify labels in bulk.

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Question Media

Question Media helps to attach media files to provide more context to the question.

You can click Upload Asset to upload assets using Upload Media or Select from Asset Library. You have the option to adjust the media size by clicking on the slider. You can align the Question Media in by selecting the options from the Alignment drop-down.

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Media Attachment

You can attach media files for additional information by clicking Add Media option. You can toggle to enable the Preview option and download the media files.

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Manage Respondents Screen

• Edit Logic: Edit logic option helps to edit the logic of question from the respondents view.

• Clone: You have the ability to clone a question without having to create that again.

• Delete: You have the option to delete a question.

NPS Question Settings

Question Settings

Toggle Mark as required option to make the question mandatory. It is denoted by a small red dot on the respondent screen.

Preview

Click Preview Survey (top-right corner) to see how respondents view will look like.

​Reporting Multiple choice question responses

NPS question responses are accessible in Standard Analytics. For deeper insights, use Custom Reporting to track ranking trends, shifts in option positions over time, and identify the most and least preferred choices. Analyzing how often an option appears in higher versus lower ranks helps reveal respondent preferences.​

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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