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 Embedded Thermometers
When you are creating a new Embedded Thermometer the options for enabling NPS can be found within your Thermometer settings as 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.
It’s important to note the calculations for both options 2 and 3 are the same.
We calculate your NPS using the following method:
[%age GOLD responses – (%age YELLOW + %age RED responses)] = Net Promoter® Score.
You can next select your icon set which can either be a four icon set or the full scale based on your selected option above. We offer pre-built NPS icons or you can create your own.
Finally, continue by generating your embed code and adding to your 3rd party integration.
If you have any questions on NPS please email firstname.lastname@example.org