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Net Promoter Score (NPS)

The Net Promoter Score or "NPS" question is a type of question very used by brands and companies. This question asks users how likely they are to recommend a brand, product or service to family and friends.

Based on the responses, a score, or "Net Promoter Score" as it's called, is generated. This score allows you to understand the satisfaction and loyalty level that a user has towards your brand.

If you want to learn more about the NPS you can visit our article: What is Net Promoter Score?

In Survey Kiwi we offer the possibility of creating NPS surveys in a fast and simple way. The main difference that the NPS question has related to a Scoring question is the statistics that you will be able to gather and analyze.

Once you select the NPS question in the "Question" section when creating your campaign, you will be able to personalize the title or text of the question, the description (optional) and you will be able to customize the labels (optional) that appear on both sides of the scale but you won't be able to customize the scale because this is the default structure of NPS questions.

As we previously said, one of the most important parts of the NPS questions is the analysis. Once you start gathering responses, you will be able to enter your statistics and find the following charts.

In the first chart you will see in detail the responses for each number selected.

In the second chart you will see a stacked bar divided by promoters, passives/neutrals and detractors.

In the third chart you will see the collected NPS in a speedometer that will allow you to easily analyze how is your score.

One additional feature that Survey Kiwi has is that you can embed your NPS question in the body of your emails so your users can directly start answering from there. This will help you to reach higher completion rates.

We recommend you to make constant NPS analysis and measure this during different periods to understand the evolution of the loyalty of your clients towards your brand.