NPS - LIMESURVEY

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il y a 1 mois 8 heures #175542 par carloscavalcante28
carloscavalcante28 a créé le sujet : NPS - LIMESURVEY
Hello, I need to create a form based on the NPS methodology.
My question is how to create the answers of multiple choices from 0 to 10, where the selections other than 7 and 8 are required to justify.

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il y a 1 mois 1 heure #175548 par holch
holch a répondu au sujet : NPS - LIMESURVEY
You create a question with the scale from 0-10, then you hide one, or probably better two open-ended questions and show them via relevance equation only if the person rated 9 and 10, or the other question for 0-6.

Pretty easy to do with the relevance equations. You could also use conditions, but relevance equations and the Expression Manager make this so much easier and quicker.

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Some helpful links: Manual (EN) | Question Types | Workarounds

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il y a 4 semaines 2 jours #175553 par tpartner
tpartner a répondu au sujet : NPS - LIMESURVEY
I think if it is multiple choice, you will need 9 long-text questions shown via relevance if the corresponding check-box is selected.

Cheers,
Tony Partner
Solutions, code and workarounds presented in these forums are given without any warranty, implied or otherwise.

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il y a 4 semaines 2 jours #175567 par holch
holch a répondu au sujet : NPS - LIMESURVEY
OK, I overread the 'multiple choice'. But if it is NPS based, multiple answers do not make sense.

I mean, you can't give multiple answers to the NPS question.

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Some helpful links: Manual (EN) | Question Types | Workarounds

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il y a 4 semaines 2 jours #175593 par jelo
jelo a répondu au sujet : NPS - LIMESURVEY

carloscavalcante28 écrit: where the selections other than 7 and 8 are required to justify.

I don't understand this part. If someone answers not 7 or 8, they need to explain further?

Are you a student conducting a survey? If yes, tell me why you use LimeSurvey?
www.limesurvey.org/forum/development/116...y-you-use-limesurvey

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il y a 4 semaines 2 jours #175595 par holch
holch a répondu au sujet : NPS - LIMESURVEY
I think it makes a certain sense, when you look at the theory behind that NPS thingy.

You have the scale from 0-10, with 9 and 10 being the promotors. And those that rate 0-6 are retractors. You substract the % of retractors from the % of promotors.

Somehow NPS just doesn't care about 7 and 8 ratings, their answers do not go into the calculation of the score.

I assume the OP wants to have further information why someone would be a promotor (9-10) or a retractor (0-6).

I am not very convinced by the whole concept, because in my opinion it has so many flaws, but companies love it, because it gives a clear KPI that fits well into dashboards... ;-)

But I think if you believe in the NPS, it makes sense to ask promotors and retractors some additional questions, to understand the results better.

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Some helpful links: Manual (EN) | Question Types | Workarounds

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il y a 4 semaines 1 jour #175605 par jelo
jelo a répondu au sujet : NPS - LIMESURVEY

holch écrit: Somehow NPS just doesn't care about 7 and 8 ratings, their answers do not go into the calculation of the score.

Right, I forgot about that.
So when seeing NPS, always answer 7 or 8. No further questions around the corner ;-)

Are you a student conducting a survey? If yes, tell me why you use LimeSurvey?
www.limesurvey.org/forum/development/116...y-you-use-limesurvey
Les utilisateur(s) suivant ont remercié: DenisChenu

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il y a 4 semaines 1 jour #175625 par DenisChenu
DenisChenu a répondu au sujet : NPS - LIMESURVEY
I really think you can ask question with 7 and 8 (same question text), else it can prevaricate the answer.

Assistance on LimeSurvey forum and LimeSurvey core development are on my free time.
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An error happen ? Before make a new topic : remind the Debug mode .

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il y a 4 semaines 1 jour - il y a 4 semaines 1 jour #175630 par holch
holch a répondu au sujet : NPS - LIMESURVEY

Right, I forgot about that. So when seeing NPS, always answer 7 or 8. No further questions around the corner

That can get you into deep trouble! I personally experienced it. ;-)

My car dealership asked me to rate them on the NPS scale. Those guys even have signs put up at the dealer ship with a green smiley for 10, a yellow not so happy smiley for 9 and a red sad smiley for 8! They are trying to teach you to give only 10, because if they are rated below 9 on average, they get in trouble with the manufaturer. This is really absurd. A really, really bad example of NPS applied in nature.

I am generally satisfied with those guys, but I hardly ever give a 10. Just because! I feel like to deserve a 10 on a 0-10 scale, you need to be exeptionally good. So I would usually give a 9 or an 8. This time they had me waiting, even with a scheduled appointment and they even sent me a message to tell me I should be there 15min early (which I find quite ridiculous to ask that of a client). But OK, I was there on time, they had me waiting a good 15-20min, so I gave them a 8.

A couple of days later I received a call from the dealership if I couldn't change my rating to at least a 9. :-)

I told them, if they contiue I will give them a 7 or a 6 instead. Just for calling me and trying to change my rating, because it wasn't convenient. 8 is a perfectly fine rating. It is far above the average of 5. So they should be happy with it.

I'm not a LimeSurvey GmbH member. I answer at the LimeSurvey forum in my spare time. No support via private message.
Some helpful links: Manual (EN) | Question Types | Workarounds
Dernière édition: il y a 4 semaines 1 jour par holch.

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il y a 3 semaines 5 jours #175687 par jelo
jelo a répondu au sujet : NPS - LIMESURVEY

holch écrit: My car dealership asked me to rate them on the NPS scale. Those guys even have signs put up at the dealer ship with a green smiley for 10, a yellow not so happy smiley for 9 and a red sad smiley for 8!

The car dealers are the poor guys. The car manufacturers are forcing a broken model between money kickbacks and customer satisfaction measurement. It's everywhere. I had a cardealer which did their own customer survey to compare them to the customer survey from the car manufacturer. So you got to calls from different callcenters around the same case.

Are you a student conducting a survey? If yes, tell me why you use LimeSurvey?
www.limesurvey.org/forum/development/116...y-you-use-limesurvey

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