NPS® question is available in Microsoft Forms
Published Oct 05 2018 07:02 AM 46.4K Views
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 in your online surveys.

 

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.

 

30 Comments
Silver 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

@wroot,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.

 

Brass Contributor

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]

Brass Contributor

@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

 

 

Copper Contributor

@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.

Silver 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.

Brass Contributor

that is great

it became better

Copper Contributor

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.

Copper Contributor
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) ?
Copper Contributor

Hi, investigating migrating a clients NPS into the MS environment using Forms.  For several years their score has been on a 1 to 10 scale.  Is it possible to changes the rating scale (currently 0 to 10) to 1 to 10?  (Could just lump 0's and 1's together but seems a bit inelegant) - Cheers.

Brass Contributor

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:

EduardoRocha_0-1587771762813.png

 

Thanks,

Eduardo Rocha

Copper Contributor

@EduardoRocha & MS support teams, has anybody answered if we can have branching options to a specific range of score? 

Thank you!

Brass Contributor

@RenataMatos,

I have neither received a feedback nor seen the option available in Forms yet.

Copper Contributor

Is this part of normal ms stack or is it a paid addon?

Copper Contributor

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

Copper Contributor

@Zhongzhong Li Can you please confirm if the calculation formula in MS form is rounded up? because if I manually calculate the below it will be 36,36 which equal 36 as per normal rounding rule.

 

image.png

Copper Contributor

Hi, Can I extract the net promoter score as a number from a form response and insert this into a sharepoint list using power automate? I can see when I extract the file as an excel the number is there, but I am having difficulty figuring out how to pull this number across using power automate. Although I am a novice in power automate......

Thanks in advance

Copper Contributor

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!

 

Sylvie_gr_1-1642407440652.png

 

 

 

Copper Contributor

Hello! I'm also having the "-1" issue with NPS. Can you help us? Thank you!

Copper Contributor

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!

Copper Contributor

Urgent - I am having the exact same -1 NPS problem. Please help urgently.

 

Thank you 

 

Best regards

Copper Contributor

Hi, I'm also having the same result -1 when receiving responses from NPS questions. Is Microsoft having issues with this type of questions? Should we avoid using this type of question for now? Several and similar issues have been reported recently.

Copper Contributor

Hello, can we please get a response? our reports are being effected.  (-1 NPS problem is still reflecting in our survey results)

Any update would help!

Thanks

Silver Contributor

You should be opening support requests with Microsoft. This blog post is 3 years old.

Copper Contributor

Dear Oleg, thank you very much.

Silver Contributor

If you are using Forms, you must have a contract with Microsoft for Office 365. Ask your IT or someone who sells you licenses to look into this and open a support case with Microsoft. This can be done in Office 365 admin console, or by reaching your Microsoft technical account manager, if you have one.

Copper Contributor

Fixed now for us atleast!

Copper Contributor

I have customers list in excel, i want to create and run NPS survey to them and see response from each customer. My customers are using different mailing services like Outlook, Gmail, Yahoo mail etc. 

Is there any complete workflow automation for this, like collecting email id from excel data, send email to customer and show response in excel or forms. 

Copper Contributor

Hi all,

 

Has there been any update or response to understanding if it's possible to branch to another question dependent on the NPS score provided?

So for example a specific question can be asked if they are not a promoter and so on.

Thank you

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