Are you looking for a way to gather valuable insights into your customers' satisfaction levels and compare your offerings with those of your competitors? If so, you might be interested in using the Net Promoter Score® (NPS®)* answer type.
By incorporating NPS® into your feedback collection process, you can measure your customers' loyalty, gauge their likelihood of recommending your product or service to others, and gain a deeper understanding of how you stack up against your competitors. This engaging and personal approach to feedback collection can help you improve your offerings and build stronger relationships with your customers.
Note: The NPS® answer type is only available on our paid plans.
The Net Promoter Score® was developed in 2003 as a way to measure customer experience and predict business growth.
Feedback is collected on a scale of 0 to 10 and an overall score is assigned from -100 to 100. Based on their score, respondents are grouped into 3 categories: detractors, passives, and promoters.
While this answer type can be used to calculate a traditional NPS® score, it also offers a flexible way to collect other types of ratings or number answers depending on your use case.
💡 Pro tip: Create a multi-step videoask using conditional logic to follow up with respondents after they've given a score. By using the open-ended answer type you can ask for more detailed feedback or request a video testimonial.
How to add an NPS®answer type step to your videoask
From your VideoAsk account, click Build to open your videoask builder (or learn how to create your first videoask).
Click on the + icon where you'd like to add the NPS® answer type step.
By default the answer type will be set to Open-Ended. Click the answer type to change it.
Select NPS® from the dropdown menu.
By default the NPS® scale labels will be "Not likely at all" and "Very likely", but you can customize them as you like by editing the text in the boxes:
If you want to remove the labels completely, toggle off With labels:
Note: This option is useful if you want to use this answer type for a purpose other than collecting NPS® feedback.
Check out the preview and give your step a title. When you're happy with your settings, click Done.
We recommend using conditional logic to follow up with your respondents, collect more detailed feedback, or even request a video testimonial from them depending on the score they choose.
💡Tip: Check out our NPS® VideoAsk Template below for more ideas to jumpstart your NPS® videoask flow creation. You'll find this template and more in your VideoAsk account, ready for you to copy and adapt to your own use case:
Note: The videoask above is in preview mode and is designed for testing purposes only. Answers will not be submitted.
Respondents are grouped into three categories depending on the score they choose:
Detractors are those who choose a score between 0-6. They are unhappy customers who have the potential to damage your brand through negative word of mouth.
You might want to follow up with these respondents to learn why they are dissatisfied and how you can improve their experience.
Passives are those who choose a score of 7-8. They are happy enough with your service or product, but not happy enough to be considered a promoter.
While this group likely will not damage your reputation, they will not help it either. By following up with this group, you may be able to learn smaller actions you could take to bump these respondents up from passives to promoters.
Promoters are those who choose a score of 9-10. These respondents are loyal enthusiasts and will actively recommend your brand, product, or service.
Following up with promoters can help you understand what you're doing right and continue offering a positive customer experience. This is an excellent group to turn to for video testimonials.
View your Net Promoter Score®
To view respondents' individual scores, select their response in your videoask inbox:
Or view the overall NPS® by clicking the Results tab and selecting the step where you collected NPS® feedback:
This score is calculated by subtracting the percentage of detractors from the percentage of promoters to give a score between -100 and 100.
In our example, 40% of respondents are promoters and 20% are detractors, so our overall score is +20.
*Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.