The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
NPS SYNTAX
Row text ^ $NPS=VARIABLE - This example will assume VARIABLE has a scale of 0-10.
What if my scale is 1-11, do I need to recode?
No, this can be specified by adding the code range in parentheses.
Row text ^ $NPS=VARIABLE (1-11)
The above principal will apply to any 11 point scale.
How to add a NPS row:
First create a table that uses an 11 point scale.
5 point scales can also be used (EXAMPLE BELOW).
Within the table editor select Insert NPS and select the variable(s) to be added.
The WinCross syntax created is $NPS=VARIABLE any NPS logic will adjust when a USE table is applied
.
The newly created row will give you your NPS score with statistical testing included.
How to create a NPS Summary Table:
Using Express Tables from Variable data select the variable(s) to add to your NPS summary.
Next, select the code values to be include. This must be an 11 point scale, see below example for recoding other scales.
How to RECODE a variable that is NOT an 11 point scale:
For this example we will use a 5 point scale, with 5 as extremely satified and 1 being not at all satisfied. WinCross's NPS statistical testing can still be done using this example.
Using the # recode feature within WinCross we are able to tell WinCross which groups are our promoters, and detractors.
NPS^ $NPS=$4_1 (1-11) #5=10,4=9,3=6,2=2,1=1
The above example recodes 4-5 respondents into the Promoter group, 3 to Passives, and 1-2 respondents into the Detractor group.
Related topics:
NPS Statistical Inference About NET Promoter Scores
Show Statistical Footnote Below Table