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On NPS question, explain differeince between 0 and 10.

We have customers who don't know that 0 is to not recommend at all when they mean to give measure that they would recommend . We can determine that they are happy to recommend from service rating and when we clarify, customers  advise  its  that they didn't understand scoring for NPS.

  • Guest
  • Aug 8 2018
NPS
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  • Reuben Vassallo commented
    3 Oct, 2018 10:43am

    I agree with the above. we just received a 5* for service, 5* for product and 0 NPS because it's not clear to the reviewer. on top of the 0 in the question it should state clearly "Highly unlikely" and "very likely" on the 10.  

  • Admin
    Tanja Ehrhardt commented
    13 Aug, 2018 11:06am

    Hello,

    The scoring is explained somewhat by the labels underneath the scores - do you find you get these types of mismatch often? Perhaps we need to look at making them clearer.