NPS Question Block

What is NPS?

Net Promoter Score (NPS) is a popular customer loyalty metric that helps you understand how customers feel about your brand, product, or service. It’s based on a simple, standardized question

Example: How likely are you to recommend [your product/service] to a friend or colleague?”

Respondents answer on a scale of 0 to 10, and based on their responses, they are grouped as follows:

Promoters (9–10): Loyal enthusiasts who are likely to promote your brand and drive growth
Passives (7–8): Satisfied but unenthusiastic customers who are vulnerable to competitive offerings
Detractors (0–6): Unhappy customers who could hurt your brand through negative word of mouth

Block Details

Enter the Question: Type your question in the input field. To personalize it using a previous response, type " @ " to pipe in answers. This feature allows you to reference earlier answers and tailor follow-up questions dynamically.

Example:

Previous Question: Which brand do you use regularly? Options: Dove Shampoo, Head & Shoulders, Pantene, Clinic Plus, Sunsilk, Tresemmé.

NPS Question: Which variant of @Which brand do you use regularly? would you like to try next?

Respondent’s View: if they selected “Dove Shampoo” in previous question, then NPS question will appear as,
Which variant of Dove Shampoo would you like to try next?

This helps create a more personalized and contextual experience for each respondent

Properties

The Properties panel allows you to customize how the NPS question behaves and appears in the study.

Layout: You can improve the visual appeal of the NPS block by adding an image such as a product shot or brand logo.

1. To do this, Change the Layout Position: By default, the layout is set to “Blank”, which displays the question in a standard format (text on top, dropdown below). To enable image upload, select a different layout option:

Left
Right
Top

2. Upload or Select an Image: Once a layout is selected, you'll see an option to:

Upload an image from your device
Choose from predefined images available in the platform’s image library.

Options

Response Required (Enabled by default): This setting ensures respondents must select an option before proceeding to the next question. You can disable it if you want to make the question optional.

Result

Once your study is live and responses are collected, you can view the results of the NPS question block in a visual and insightful format.

Overall Results

1. Top Summary

This section gives you a quick snapshot of how your study performed:

Total Blocks – Number of question blocks included in the study
Total Responses – Count of completed responses across all blocks
Screened Out – Respondents who didn’t qualify based on screener logic
Dropped Off – Respondents who exited the study midway
Completion Rate – % of respondents who completed the full study
Drop-Off Rate – % of respondents who exited before completion

2. Study-Level Download

Download all collected response data at the study level, covering every block and question.

3. Filter Responses

Use the filter panel at the top of the results view to analyze specific respondent segments.

You can filter based on:

Answers from previous questions
Device type (e.g., mobile, desktop)
Browser used (e.g., Chrome, Safari)

This helps uncover trends and insights within specific user groups.