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Voice of the Customer - Net Promoter Score

  • 1.  Voice of the Customer - Net Promoter Score

    SILVER CONTRIBUTOR
    Posted 4 days ago
    ​Hi,

    When you set up a Net Promoter Score for a survey question, I noticed that the Score Min Value defaults to -1 and the Score Max Value defaults to 1 (see screenshot one).  Are these the pre-defined values that VOC recommends?  Or can you revise them depending on what the user wants them to be?  What is the best practice for these fields?  Also, once a survey is completed, I noticed under the Scoring section for Net Promoter Score that there is a NPS Comment field, but is locked (see screenshot two).  How is that field populated with data and who enters it? If you have any other information on NPS to share that would be great.




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    Marcia Brauner
    Dynamics Business Analyst
    Comfort Systems USA
    Houston TX
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  • 2.  RE: Voice of the Customer - Net Promoter Score

    Posted 4 days ago
    Hi Marcia, NPS is based off a general standard that converts the scale of 1 - 10 into percentages of defined total promoters, passives, and detractors.  Promoters are scores of 9 or 10.  See the following link for more info.

    https://www.medallia.com/net-promoter-score/

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    Andrew Cox
    Microsoft
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