NPS Block in Decode

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

Block Details

To personalise a question using an answer from a previous block, type @ in the question field. A list of earlier questions will appear. Select the one you want to pipe from.

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?

If the respondent selected “Dove Shampoo” in previous question, then NPS question will appear as,
Which variant of Dove Shampoo would you like to try next?

Properties

You can configure the NPS block using the following properties.

Layout: You can add an image such as a product shot or brand logo to the block by selecting a layout position.

1. To add an image, select a layout position from the right panel. By default, the layout is set to Blank. 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 in the Results tab.

Overall Results

1. Top Summary

This section provides an overview 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 did not qualify based on screener logic
Dropped Off – Respondents who exited the study midway
Completion Rate – Percentage of respondents who completed the full study
Drop-Off Rate – Percentage 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.

NPS Question Block Results

1. Response Summary

Completed – Number of respondents who answered the question.
Drop-off – Respondents who exited the study before reaching this block.
Skipped – Number of respondents who viewed but did not respond.

2. NPS Score Chart

Below the response summary, the percentages of Promoters, Passives and Detractors are displayed. The chart shows the overall NPS score on a scale of -100 to 100.

NPS Score = % of Promoters minus % of Detractors

The top answer is highlighted showing the rating that received the highest percentage of responses.

2. Response Distribution Column Chart

This chart shows how respondents rated the question on a 0–10 scale.

X-axis: Scale rating (1–10)
Y-axis: Percentage of respondents
Each column represents a rating and its height shows the percentage of respondents who selected it
The percentage is displayed on top of each column
Hovering over a column shows the scale selected, number of respondents and percentage