Chapter 17 Showing Sentiment with Net Promoter Score
Net Promoter Score dashboard.
Author: Steve Wexler
Organization: Data Revelations
Scenario
Big Picture
You are a market researcher and need to track consumer preferences for several brands. You need to be able to see how different respondents feel about each brand and how opinions have changed over time.
Although you will consider asking your survey panel many different questions, you know for sure that you will present the classic Net Promoter Score (NPS) question—“Would you recommend this product or service to a friend or colleague? Please specify a rating from 0 to 10”—as your company has standardized on NPS as a measure of customer sentiment.
Specifics
- You need to show the NPS for a variety of products to see which ones people would recommend and which ones they would not.
- You need to see if people in different roles would recommend or not recommend a product.
- You need to see how NPS has changed over time for a particular product, both overall and for people in different roles.
Related Scenarios
- You need to see results for a series of Likert-scale questions asking survey respondents to indicate the degree to which they agree or disagree with a series of statements.
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