Feature Release: NPS Question Type

Overview

Imagine a world where gathering consumer insights is as easy as a casual conversation. Well, that world just got a little closer with the introduction of our new NPS question type.

So what's so special about this new NPS question type? Well, for starters, we've revamped the layout in the consumer interface to showcase the question in a sleek, standard NPS format. But hold on, there's more to it than meets the eye.

We've taken it a step further by ensuring that the responses are pre-set and unalterable, eliminating any randomness that might cloud the data. And you have the power to customize the language used for the "Not likely" on the low end and "Very likely" on the high end of the scale. Tailoring it to your brand's voice adds that personal touch.

Now, you might be wondering why we chose a 0-10 scale instead of the traditional 1-X. It's all about capturing the true midpoint. With 0-10, there's no need for additional data analysis to determine the midpoint. It's right there, clear as day. Plus, this broader range helps mitigate measurement bias. On a narrow 3-point scale, many people tend to gravitate towards the middle response, even if their opinions vary widely. We wanted to give your customers room to express themselves authentically.

This new NPS question type is not limited to just NPS analysis. It's a versatile tool that allows you to gather quantitative data on brand sentiment and advocacy. No need to squeeze your insights into the rigid boxes of NPS. The sentiment itself becomes the data point without requiring any interpretation. Let your customer's sentiment do the talking and watch as insights flow.

NPS Question Use Case

Let's explore how adding this dynamic feature to your Question Stream® can unlock valuable customer insights. Beyond the NPS data you're already collecting, it's time to dive into the depths of customer sentiment. With the ability to add follow-up questions to any or all numbers on the scale, you're about to discover a new source of valuable insights.

When you receive a shining 9 or 10 on the scale, seize the opportunity to ask a follow-up question like, "Why would you recommend [product]?" These answers could become a source of inspiration for your future messaging efforts. And while you're at it, consider sending them a review request.

Now, let's talk about the 6-8 range. These customers fall into a fascinating category — [they tend to be the most knowledgeable about your brand](https://fairing.co/blog/question-authority-behavioral-science-lilly-kofler#:~:text=Mitch%20(17%3A58,most%20to%20say.) . They've found the ins and outs of your brand and are likely to give a pro and con list to anyone who asks about your products. That makes this the perfect opportunity to gather rich insights. Pose an open-ended follow-up question, like a friendly invitation: "What did you like or dislike about [product]?" You gain a deeper understanding of customer use cases, enabling you to enhance and reposition your offering.

What about those who fall into the lower end of the scale, the 0-5 range? Don't let their feedback slip through the cracks. Inquire further about their reasoning with an open-ended question: "Why are you unlikely to recommend [product]?" It might uncover areas where onboarding can be improved, or even reveal untapped opportunities. Perhaps a customer was unaware of a specific feature or service, or they share an idea that sparks a lightbulb moment for your team. The possibilities are endless.

Our NPS question type is your gateway to a deeper understanding of your customers. Incorporating follow-up questions tailored to each segment of the NPS scale is the next step in gaining a panoramic view of customer sentiments.

Getting Started

The NPS question type is available to all Fairing customers, regardless of their usage plan. It's our way of ensuring that every Fairing user can tap into the power of gathering direct-from-consumer data like a pro. And if you need help implementing it, our team is always ready to lend a helping hand. Just give us a shout , and we'll guide you through the process.

Not a Fairing customer just yet? Sign up for our 14-day free trial and dive headfirst into the world of collecting direct-from-consumer data. And if you prefer a more hands-on approach, go ahead and book a demo . Our team will guide you through the incredible features and possibilities that Fairing has to offer.

We want to hear from you, our valued users, about the features you'd love to see Fairing implement. Reach out to us at [email protected] and share your thoughts. We're thrilled to continue rolling out new features based on the incredible suggestions from our users.

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