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Possibility to adjust NPS target levels

In the report for NPS the detractor/red-level seems to be set default between 0-6 och promoter to 9-10 – As a user I would like to have the option to adjust this (in general this survey/all surveys if possible) to (as an example) 0-3 and 7-10 respectively.

Why? Levels of these nature are often cultural. For a typical US-audience the current levels may apply well but for e.g. Nordic countries other levels (such as my proposal above) are more applicable to mirror our more gloomy nordic mentality or to be in line with corporate or organizations levels in other surveys.

  • Guest
  • Aug 30 2022
  • New in
Result & Insights
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  • Guest commented
    December 29, 2022 09:04

    If I may add my comment to this suggestion, I would say that I disagree partially. NPS is an institution, a globally known way to meassure in the same way, a common benchmark.

    On the other hand, I read an article written by a person deeply involved in the NPS community, stating the cultural differences and how it affects the NPS results. This person said that the NPS intervals should be kept as-is, but the results from Americas to be multiplied by 0,8, scores from APAC with 1,2, and finally European scores to be kept as they are.

    I work globally with customers/employees, and this equation I present orally when I run global surveys so the audience understands the cultural differences despite the graphs variable results.

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