NPS

NPS (Net Promoter Score) is a globally recognized metric used to measure customer loyalty and advocacy. It asks customers a single, standardized question to understand how likely they are to recommend your product, service, or brand to others.

Standard NPS Question:
“On a scale from 0 to 10, how likely are you to recommend [Company Name] to a friend or colleague?"

Customers respond with a number between 0 (Not at all likely) and 10 (Extremely likely).

Question Type: Net Promoter Score

In Zykrr, NPS is a dedicated question type with built-in logic. Responses are automatically categorized as:

  • Promoters (9–10) – Loyal enthusiasts who will keep buying and refer others.
  • Passives (7–8) – Satisfied but unenthusiastic customers.
  • Detractors (0–6) – Unhappy customers who may churn or spread negative word-of-mouth.

Zykrr calculates the score using the industry-standard formula:

NPS = % Promoters – % Detractors

Configurations in Zykrr

  1. Mark as NPS Question
    In the question settings, enable the checkbox “Is NPS question”. This ensures that NPS-specific logic, categorization, and analytics are applied automatically.

  2. Standard Scale (0–10)
    The numeric scale is fixed at 0–10 to maintain consistency with global benchmarks.

  3. Label Customization
    You can customize the labels for the scale ends:

    • 0 = Not at all likely
    • 10 = Extremely likely

  4. Open-Ended Follow-Up (Recommended)
    Always follow the NPS score question with an open text input:

    “Please tell us why you gave this score."

  5. Visual Customization
    You can adjust visual elements of the question (e.g., font, color, alignment) via the Design tab.

Note:
Unlike other rating questions, NPS questions do not require an Attribute Name. Scoring and reporting are directly integrated into the core analytics engine.

Sample NPS Use Cases

a. Relationship NPS

Question:
“How likely are you to recommend Zykrr to a friend or colleague?"
Scale:
0 (Not at all likely) to 10 (Extremely likely)

b. Transactional NPS (tNPS)

Question:
“Based on your recent onboarding experience, how likely are you to recommend us?"
(Ensure “Is NPS question” is enabled)

Best Practices

  • Use NPS for relationship-level feedback to measure brand health.
  • Use tNPS for capturing loyalty immediately after key touchpoints (e.g., delivery, support call).
  • Avoid rephrasing the question — stick to the standard format for benchmarkability.
  • Always collect qualitative feedback through an open-ended follow-up.

Analytics Integration

  • NPS scores automatically feed into Zykrr dashboards and scorecards.
  • Results can be visualized by:
    • Channel
    • Location
    • Journey stage
    • Defined Segements
  • Zykrr provides:
    • NPS distribution charts
    • Promoter/Detractor trend lines
    • Drill-downs by score and comment themes

Notes for Implementation

  • Ensure “is NPS question” is checked in question settings
  • Add a meaniful questiion label in “Display text in Analytics”. This will be used in Insights instead of the long question text.
  • NPS calculation and segmentation are auto-handled; no manual setup is needed.
  • Zykrr’s workflow engine can trigger actions based on score bands (e.g., alerting CX team for a detractor).
  • No need to set Attribute Names for NPS — use dashboard filters and journey tagging for segmenting data.

This is part of the Question Types Guide in Zykrr’s Documentation Hub.
For help with NPS setup or visual customization, contact us at support@zykrr.com.

Updated on 19 Jan 2025