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Microsoft

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.

 

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

1NPS create.png

 

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

2NPS edit.png

 

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

3NPS results.png

  

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

 

9 Comments
Super Contributor

Can you tell what is so special about it and how it differs from a simple rating question? Does it have some special calculation tied to it in results? 

Microsoft

@Oleg K,yes, you're right. The result is shown with special logic optimized for NPS. You will get the voting distribution by Promoters, Passives and Detractors, and also you get see the Net Promoter Score.

 

Occasional Contributor

I had the same question as @Oleg K, 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]

Occasional Visitor

@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.

 

Screen Shot 2019-02-01 at 12.44.36 PM.png

 

 

Occasional Visitor

@GadgetJimbo & MS support teams, has anybody answered the color-question? 

Microsoft

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

Super Contributor

If you don't want to get 6, then do a scale with only 10 as selection :D Seriously though, you can't avoid dumb people. And maybe if they tell that everything is fine, but they still can't give you 10, then something is wrong and you have to look into that, why is this happening. Though giving 6 and telling everything is fine sounds very strange. And maybe they just don't know what scale means.. Say MS introduces these colors. So then you will be getting 8-9 but with comments that many things are bad. Because people won't be comfortable with picking from the red or even yellow zone and you might still get skewed results this way and on a much larger scale.

New Contributor

that is great

it became better

Occasional Visitor

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.