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Microsoft Forms Blog
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NPS® question is available in Microsoft Forms

Zhongzhong_Li's avatar
Zhongzhong_Li
Icon for Microsoft rankMicrosoft
Oct 05, 2018

We recently released a new question type, NPS® (Net Promoter Score), in Microsoft Forms. With just one NPS® question, you can easily measure customer experiences and predict business growth in your online surveys.

 

To add NPS questions to your form, click "Add question" (+), “More question types” (. . .), and then select “Net Promoter Score®”.

 

Questions are pre-set with NPS standards, but you can customize them if you have special requirements.

 

On the summary page, view overall scores and voting distribution.

  

Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld.

 

Updated Dec 15, 2020
Version 5.0
  • GadgetJimbo's avatar
    GadgetJimbo
    Brass Contributor
    Feb 01, 2019

    Zhongzhong_Li  & excellent Microsoft Forms Team,

    You added this question type at the perfect moment for us, thank you!

     

    I have an important request, could you add coloring to the numbers? Like below?

    I'm getting customers who are giving us a 6, and the telling us in the free text 'how awesome we are and that they wouldn't change a thing.'

    This coloring provides a critical and clean guide to reviewers not educated on how NPS scoring works.

     

     

     

  • EduardoRocha's avatar
    EduardoRocha
    Brass Contributor
    Apr 24, 2020

    Hi,

    This is great.

    Can we also have the branching options depending on the score?

    For example, if the branching option is selected, then we can select different options for 0-6, 7-8 and 9-10, so that the follow up open ended question is adapted to the previous answer.

     

    Please see example from other available survey tools:

     

    Thanks,

    Eduardo Rocha

  • Jim Parker's avatar
    Jim Parker
    Brass Contributor
    Oct 26, 2018

    I had the same question as wroot, so I went and dug this up:

     

    Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors. Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors.[4]:51 The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters. For purposes of calculating a Net Promoter Score, Passives count toward the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score toward 0.[5]

  • Sylvie_gr's avatar
    Sylvie_gr
    Copper Contributor
    Jan 17, 2022

    Hi, I am using NPS questions in my survey and it appeared as if 3 respondents answered '-1' - how can it be possible given that they can only rate from 0 to 10? Besides, these 3 answers are not taken into account into the NPS calculation from Forms and are missing from the summary (not counted in the 'Detractors' sum). What does this mean? The question was mandatory so I am really confused on how to interpret those answers. Thanks for your help!

     

     

     

     

  • EspenAnd's avatar
    EspenAnd
    Copper Contributor
    Jan 17, 2022

    Also having the -1 problem. Its a bug when someone submits on mobile. The answar doesnt get properly selected and output is automatically -1. please fix this!

  • Markvince's avatar
    Markvince
    Copper Contributor
    Feb 24, 2021

    hi team, 

     

    Is there a way to add Branching to the NPS question? I would like to use a text comment based on the response type so if a detractor, they get a specific message as well as also a specific message for the promoters .. 

    I can;t see an option anywhere to do this

  • Zhongzhong_Li's avatar
    Zhongzhong_Li
    Icon for Microsoft rankMicrosoft
    Jul 07, 2019

    GadgetJimbo , we didn't show the color for NPS question because we believe the color will bias responders before they answer for the question.

  • Mario_Raunig's avatar
    Mario_Raunig
    Copper Contributor
    Sep 27, 2019

    maybe i just didn't find the option but it looks like there is no possibility to branch depending on the NPS. I'd strongly suggest to implement that, it would be great to ask Passives or Detractors what could be done better.

  • JROCHEREAU's avatar
    JROCHEREAU
    Copper Contributor
    Feb 18, 2020
    Bonjour, c'est un outil tres intéressant. Est il possible de changer l'echelle (de 1 à 5 au lieu de 1 à 10 par exemple) ? Hi, It's a very interesting feature. Is it possible to modify scale (from 1 to 5 instead of 1 to 10 for example) ?