The Net Promoter Score (NPS) is used in Market Research and is the factor used to show a company’s success.
Employees are asked: “How likely is it that you would recommend this company to friends and family?”. In this case, only two answers are available: ‘Very likely’ and ‘Very unlikely’. The answers are then measured on a scale from 0 (very unlikely) to 10 (very likely).For this reason, it is not possible to select other scale values. If you decide in favour of the NPS question item, the above scale appears automatically.The Net Promoter Score is calculated by the difference between so-called “promoters” (advocates) and “detractors” (critics) of the company in question.Customers or employees who answer 9 or 10 are labelled as ‘promoters’. Detractors’, on the other hand, are those who respond with 0 to 6. Customers who answer 7 or 8 are considered ‘passives’ (undecided).Calculation:The Net Promoter Score is calculated using the following formula:NPS = Promoters (%) - Detractors (%)The value range of the NPS is therefore between plus 100 and minus 100.NPS in the dashboard:The NPS results are displayed in the dashboard as a score chart, bar chart and line chart:You may find the following article useful:What is a dashboard and how do I create a new one?
