Net Promoter Score in Survey Research

Net Promoter Score in Survey Research

This week, I would like to take time and briefly discuss the all important Net Promoter Score question in Survey Research. It is very popular and used in a variety of industries to extract customer feedback.

This single question can offer businesses with a great amount of feedback. The main purpose of utilizing this type of question is to gauge customer loyalty and their overall satisfaction. Typically, a scale between 0-10 is used and the response choices have significance in the overall results interpretation.

For example, if a respondent chooses 6 or below they are a Detractor, 7 or 8 means they are a Passive and the final choices of 9 or 10 is a Promoter.

From my experience, here is a simple breakdown of these categories:

• Detractors are not very satisfied with the organizations products or services;
• Passives are neither satisfied or dissatisfied with the organizations products or services and they fall somewhere in the middle of “meh, good but not great” thinking; And
• Promoters are very satisfied with the organizations products or services.

View here an example of the Net Promoter Score question in the FactFinder Solution powered by Jitustech which is a Mobile Friendly application: