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Net Promoter Score
If your organization has purchased Net Promoter Score as part of your Micro Pulse contract, you can include these survey questions as a stand-alone set of questions or add them to any Micro Pulse survey. These questions are selected during the survey creation process in Step 1: Choose and Review Questions. The remainder of the survey creation process is the same as any other Micro Pulse survey.
You will see these two questions abbreviated in the reporting as follows:
eNPS® refers to the question: On a scale from 0-10, how likely are you to recommend this organization to others as a place to work?
NPS® refers to the question: On a scale from 0-10, how likely are you to recommend this organization to your family or friends as a place to receive care?
Reporting
Select the survey containing Net Promoter questions from the Survey List.
The item details are available under the Net Promoter Score dimension.
Next select the New Promoter Score page at the top of the page for additional detail.
About Net Promoter Score
The first section of the Net Promoter Score page provides information on the purpose and calculation of the score, including information you can download and print when you select, “click here for more.”
Performance
Gauges show the Net Promoter Score for both eNPS and NPS. The percentage of Detractors, Passives, and Promoters are listed below each gauge.
Breakdown by Location
eNPS and NPS are displayed by location, if multiple locations were included in the survey.
The Location name is listed along with the score and n size (number of responses). The Breakdown of Detractors (red), Passives (gray), and Promoters (blue) are displayed in the graph.
Filters
Filter Icon: use to narrow survey results by respondent demographics. This feature works the same as other areas of Micro Pulse reporting.
Download
Select the pdf icon to download all data widgets on the page to pdf and print or email.
Select the download arrow to download a pdf of the individual eNPS or NPS widgets.
Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.