Create a new Net Promoter Score℠ activity

Use Touchpoint's Net Promoter Score℠ (NPS®) template to quickly create a visually appealing NPS® activity.

An NPS®¹ activity asks participants how likely they are to recommend your products, services, or organization to someone else. Use it to gauge the loyalty of customers and the quality of your customer relationship.

The NPS® activity asks participants to rate on a scale from 0 to 10 how likely they are to recommend something. This rating is then used to classify participants into the following categories:

• Detractors: Participants who rated something from 0 to 6, indicating they would not recommend it.
• Passives: Participants who rated something from 7 to 8, indicating neutral feelings.
• Promoters: Participants who rated something from 9 to 10, indicating they would recommend it.

Based on whether a participant is a Detractor, Passive, or Promoter, they are redirected to different Text Entry screens, where they are prompted for additional feedback.

1. Do either of the following:
   • In the top left corner of the Dashboard, click New Activity.
   • On the Activities page, click New Activity .
2. Type an activity name and click Next.
3. Click Net Promoter Score.
4. Select a custom theme from the list.
   If you want to choose a theme later, click Skip. You can set the theme from the activity builder by clicking Activity Settings in the activity toolbar, clicking Apply Theme, and selecting a theme from the list.
5. Optional: If this is a multilingual activity, select the Activity Languages.

   Click inside the language menu and select the check boxes next to the languages you want to include.

   Tip: Click the star beside a language to set it as the default language.

   If you change your mind, you can change your language selections while building the activity. Click Activity Settings in the activity toolbar, click inside the languages menu, and select and clear the check boxes for each language.

6. Click Next.

The new Net Promoter Score℠ activity already has all the basic screens and respondent journey logic you need to capture the NPS®.

The template is completely customizable:

• You can add additional screens, remove existing screens, or include a Call To Action at the end.
• You can modify the respondent journey so that all NPS® rankings must answer the same Text Entry question instead of different ones.
• You can end the activity for one category (Promoters/Passives/Detractors) while prompting the other categories to answer follow-up questions.

However, you cannot remove the Net Promoter Score℠ screen. The numeric scale cannot be removed from this screen either.

By default, the template will render as follows:

• A Statement Screen opens the activity.
• Respondent journey logic is set up for the Net Promoter Score℠ screen, and the subsequent Text Entry screens for Detractors, Passives, and Promoters.
• An Email Entry screen at the end collects participants' email addresses for further follow-up.

You will need to edit the look and feel of each screen, as well as the question text.

7. In the Statement Screen, type new title and subtitle text.
   You can also:

   • Customize the appearance of the text and transition and submission button.
   • Add an image as a logo or background, or set a background color.
8. In the Net Promoter Score screen, edit the default question text and instruction.
   You can also:

   • Customize the appearance of the numeric scale, text, and transition and submission button.
   • Add an image as a background, or set a background color.
9. In the Text Entry screens for Detractors, Passives, and Promoters:
   • Turn Response Required on or off.

     This option controls whether an answer is required to proceed to the next screen. This option is on by default.

   • Edit the default question and subtitle text.
   You can also:

   • Customize the appearance of the text and transition and submission button.
   • Add an image as a logo or background, or set a background color.
10. In the Email Entry screen, edit the title, subtitle, and disclaimer text.
    You can also:

    • Customize the appearance of the text and transition and submission button.
    • Add an image as a logo or background, or set a background color.

¹ Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.