With the WisePlatform data collection tool, it's easy to create various surveys that can be used to measure and track customer satisfaction, among other metrics.
NPS Survey
A commonly used and straightforward customer survey by many companies is the Net Promoter Score (NPS) survey. The NPS measures customers' willingness to recommend a company's products or services and evaluates the customer experience.
In an NPS survey, customers are asked one question: "How likely are you to recommend our company to friends, colleagues, or other businesses?"
Respondents give their answer on a scale of 0-10. The responses are divided into three groups:
0-6 = Detractors
7-8 = Passives
9-10 = Promoters
Based on the responses, a company’s NPS score is calculated, which ranges between -100 and 100. The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, using the following formula:
NPS Score = (Promoters - Detractors) / Total number of respondents x 100
Generally, an NPS score is considered good if it is positive. A score above 50 is excellent, and an NPS score above 70 is exceptionally good.
Beyond the score itself, it’s important to understand the factors influencing the NPS. Therefore, it’s advisable to include an option for open feedback and explanations in the NPS survey. This provides additional information about why customers would or would not recommend the company's services.
It’s also useful to calculate the average score from the NPS survey results, which is an easily understandable figure.
Tracking the development of the NPS score at intervals suitable for the company, such as quarterly or biannually, is beneficial. The NPS can also be analyzed by customer groups or between different departments within the company. Due to its international comparability, the NPS score can also be used to compare a company’s performance to others in the same industry.
Instruction for creating an NPS Survey
Adding a New Data Collection Form
Creating an NPS survey begins like creating any other data collection form.
Navigate to the data collection tool from the administrative side of the system by selecting
→ "Marketing" and then
→ "Data acquisition"
Then choose
→ "New survey"
2. Provide a name for the survey.
On the Settings tab, you can also adjust the general settings of the survey, such as email confirmation or a thank-you message.
When it comes to an NPS survey, you may not necessarily need to make any changes to the settings.
3. Drag (or click) the "linear scale" element onto the survey content area.
4. Click on the pencil icon in the top right corner of the question element, which opens the question settings on the right side of the page.
5. Select the desired settings and finally click "Set".
Show "Comments" text box
Recommended for use with NPS surveys. This option automatically displays a "Comments" field on the questionnaire where respondents can write free-form comments. If additional questions are to be presented, they should be created using conditional questioning.
Show question on the side
This option displays the question next to the linear scale. If not selected, the question will appear above it.
Show inverted range
Displays the values of the linear scale in reverse order.
Show value range
Numerical values of the response options are displayed above the linear scale.
Show zero value
Check this box to display zero on the scale.
Store period for data
Select from the drop-down menu how long respondent data will be retained in the system.
Required
Check this box if answering the question is mandatory.
6. Formulate the actual question and additionally add descriptors to the linear scale that describe its endpoints.
7. Save the survey by clicking the green "Save" button.
Once the survey is ready, it can be embedded into an article on your website or sent to customers via email as a link (note: the survey form itself cannot be embedded directly into an email).
Remember to preview the survey on a mobile device as well. If the survey does not display nicely on mobile, click the support button (person with headphones) and we will adjust the styles.
Other instructions related to the data collection tool:
- Creating a new data collection form and basic settings (Step 1)
- Formatting the survey using the editor (Step 2)
- Embedding the survey into a website article (Step 3)
- Conditional logic in data collection (clarifying questions)