Warning: This user guide is for our legacy user interface.
Our new user interface NPS guidance is here.
Click here to see how Customer Thermometer measures NPS with our 4 point ratings scale.
Measuring Net Promoter Score using Email Thermometers
Create a new Email Thermometer and ensure you select from one of the options shown below.
You will have three options:
- NPS Disabled – NPS will not be collected for this Thermometer at all.
- NPS enabled (score only) – We assign the 0-10 scale across a 4 point ratings scale allowing you to ask a CSAT question but still capture NPS in the background at the same time. So for example, you can ask a question about service with 4 (happy-sad) face icons and be able to capture NPS as well as their CSAT score.
- NPS enabled (full 0-10 scale) – This will enable you to generate 11 individual icons and links for a dedicated NPS question allowing you to see what numbered rating the recipient picked unlike option 2 above.
Create the rest of your Email Thermometer, perhaps using the suggested text below.
QUESTION: How likely are you to recommend us?
Response 1: I’d recommend you in a heartbeat
Response 2: I’d consider recommending you
Response 3: I’m not likely to recommend you
Response 4: I’d never recommend you
I want to keep a regular finger on the pulse of how we are doing for you, so I’d really appreciate it if you would give me your instant reaction to whether you would recommend our company, based on our work for you to date.
I only want you to click a single button. There’s no lengthy survey or feedback form – I am just after your overall feeling. If you hit a red or yellow button, I’ll be in touch to find out more. If you hit a green or a gold star then I will make sure that the teams know what a good job they’ve been doing.
Thank you for taking the time to click. I look forward to your input.
Emma Mae, Account Director
Next, select the NPS icon set, or create your own.
Once you’re happy with your template – don’t forget to preview it.