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NPS questions and tables

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Net Promoter Score (NPS) questions are single select questions usually created using the type: nps or type: nps table tag. These tags automatically include standard answer options, headings, and associated variables for overall scores and group segmentation.

In the example above, after a response is selected for Q16, Q16_NPS_DPP will be automatically created to track whether the response indicates a Detractor, Passive, or Promoter, and Q16_NPS_SCORE to record the NPS Score.

Tip! NPS questions can also be created manually or with a system class, but the associated variables will not be automatically created.

Details

  • type: nps and type: nps table are single select questions that have an 11 point scale using options 0 through 10.
  • They use the default headings 'Not at all likely' and 'Extremely likely'. If these need to be modified or included in an overlay file for translations, they can be overwritten by adding the headings tag.
  • Two associated variables are automatically created:
    1. A coded single select variable, 'Q[ID]_NPS_DPP. [text] | NPS Detractor, Passive, or Promoter', with three options:
      1. 'Detractor' for responses 0-6, 
      2. 'Passive' for responses 7-8, and
      3. 'Promoter' for responses 9-10.
    2. A coded number variable, 'Q[ID]_NPS_SCORE. [text] | NPS Score', populated as:
      •  '-100' for responses 0-6, 
      • '0' for responses 7-8, and 
      • '100' for responses 9-10.
  •  type: nps and type: nps table questions can also be included in blocks and loops. 
  • NPS questions and tables have unique chart types available.

Additional examples

Using 'type: nps' in blocks

In the following example, Q2_1 through Q2_3 serve as the block iterations. The variables Q2_1_NPS_DPP through Q2_3_NPS_DPP and Q2_1_NPS_SCORE through Q2_3_NPS_SCORE will be automatically created for the iterations.

set list: COLAS
1. Coke
2. Pepsi
3. RC

block: <<BLK_Q2

2_%%ID%%. How likely are you to recommend %%TEXT%%?
type: nps

BLK_Q2
list: COLAS

Using 'type: nps' in loops

In the following example, Q3 will be asked once for each iteration of the loop. The variables Q3_NPS_DPP_loop_1 through Q3_NPS_DPP_loop_3 and Q3_NPS_SCORE_loop_1 through Q3_NPS_SCORE_loop_3 will be automatically created for the iterations.

set list: COLAS
1. Coke
2. Pepsi
3. RC

3. How likely are you to recommend ~text~?
type: nps
loop for: COLAS

Basic NPS with follow-up why question

This is a standard NPS question with a follow-up "why" question asked for both Detractors and Promoters.

1B. What is the likelihood you would recommend this brand to a friend?
type: nps 
why: Why do you recommend Brand X?     {showif: anyChecked($Q1B,9,10)} {desc: Promoters}
why: Why do you not recommend Brand X? {showif: anyChecked($Q1B,1..6)} {desc: Detractors}

Basic NPS table

This is a standard NPS table used for ratings across multiple brands. A type: nps table uses the same scale and headings as a type: nps question, and also creates the same follow-up variables for each of the rows. 

set list: CARRIERS
1. AT&T
2. T-Mobile
3. Verizon

26. On a scale of 0 to 10, how likely are you to recommend the following wireless carriers to a friend or colleague?
type: nps table
rows from: CARRIERS

Using NPS system classes

System classes are pre-defined at the system level for use across all surveys. Use the class tag to add them to questions or tables. The following system classes are available for creating NPS questions and tables: nps, nps_embeddedanchors, and nps_table.

Note: Using a system class to create an NPS question or table will not create the follow-up variables that are created using a type: nps or type: nps table tag. Instead, the attached nets and metrics will be included with the question in the data.

nps

The nps system class is used for the most common NPS radio question.

5. How likely are you to recommend X to friends or family?
class: nps

nps_embeddedanchors

The nps_embeddedanchors system class uses "embedded" headings at the ends of the rating scale instead of using the headings tag.

5A. How likely are you to recommend X to friends or family?
class: nps_embeddedanchors

nps_table

The nps_table system class is nearly identical to the nps class but intended for tables.

6. How likely would you be to leave a positive review for the following amenities at our hotel?
class: nps_table
rows:
1. Concierge service
2. Dining & bar facilities
3. Spa facilities
4. Gym & pool facilities
5. Room service

 

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