A Net Promoter Score survey is the shortest serious survey there is: one question on a scale of 0 to 10, one question asking why. Its value comes from asking the same thing the same way every quarter, so the number can move and you can see it move.
The question, word for word
“How likely are you to recommend us to a friend or colleague?”, on a linear scale from 0 to 10, labelled “Not at all likely” and “Extremely likely”. Keep the wording identical from one survey to the next. Change one word and you are comparing two different questions.
The follow-up is a single open question: “What is the main reason for your score?” One reason, not a list. The score tells you where you stand; this answer is the only part you can act on.
Google Forms will not calculate it
The summary chart shows how many people chose each number, not the score. To get it, link the form to a sheet and count: the score is the percentage of promoters (9 and 10) minus the percentage of detractors (0 to 6). Sevens and eights count in the total but in neither group. With 40 answers, 18 promoters and 8 detractors, the score is 45 minus 20, so 25.
Settings
Do not collect email addresses by default; people are blunter when they are not identified. The last question asks whether you may contact them about their answer, with an email box that only matters to those who say yes. Send it at the same moment each time, a week after a delivery for example, and close each round before you calculate.
