Net Promoter Score web survey question overview
Transactional Net Promoter Scoresm (NPS) is a way to measure customer satisfaction based on a specific interaction or transaction with the contact center. The NPS question asks customers to rate how likely they are to recommend something related to the interaction, such as your support center, an agent, or your customer service center, on a scale of 0-10 by answering a question such as: “Based only on your most recent contact with our company, how likely is it that you would recommend our service center to a friend or colleague? 0 is not at all likely and 10 is extremely likely.”
NPS survey question scores and meaning
When a survey uses the NPS question, Genesys Cloud automatically calculates the score separately from the other questions included in the survey. NPS is always an integer rather than a percent. You can view the survey’s score in an interaction’s detail view under the quality summary tab.
Customer responses to the NPS question fall into the following groups:
| Customer Rating | Group | Description |
|---|---|---|
| 9–10 | Promoters | Fuel company growth, refer others, loyal |
| 7–8 | Passives | Satisfied, may choose other competitors |
| 0–6 | Detractors | Unhappy, can damage your brand |
Use an NPS question in a survey form
You can add one NPS question to a web survey form. The survey score and the NPS score display separately in survey results.
- When you add a question to a survey form, select NPS as the question type.
- In the question text, enter an NPS-based question, for example, “Based only on your most recent contact with our company, how likely is it that you would recommend our service center to a friend or colleague? 0 is not at all likely and 10 is extremely likely.”
- Optionally, to request a follow-up explanation for the customer’s choice, select Request follow-up explanation and add your request in the [Prompt for explanation here].
- To make the follow-up explanation optional, select Follow-up explanation is optional. Tip: You can also ask for follow-up information using the Display Conditionally feature on questions coming after the NPS question. This feature allows you to ask different questions depending on if the customer responded as a Promoter, Passive, or Detractor.
For example, you could add a Free Text question, select Display Conditionally for that question, and set the conditions as Net Promoter Score and Detractor. Then that question only displays if a customer selects 0–6 on the NPS question. You could also create other questions for Passive and Promoter answers. - Complete the rest of your survey form.
