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NPS survey in SurveyMonkey

SurveyMonkey has a built-in Net Promoter® Score question with a fixed 0 to 10 scale. Add it from the Build menu, send each group to an open follow-up question with skip logic, read the score as a gauge in Analyze results, and export individual responses as CSV or XLS.

Set up the NPS question

Steps from SurveyMonkey’s help article Net Promoter® Score (NPS). If you start from the Net Promoter® Score Template, the question and its follow-up logic are already in place.

  1. Add the question

    In Design Survey, open the Build menu and click Net Promoter® Score. To edit it, hover over the question and click Edit. Only the name is editable: pick it from the “this company” drop-down or type your brand, product or service.

  2. Add an open follow-up

    Ask for the reason in an open-ended question, for example “What is the main reason for your score?” More wording ideas: NPS survey questions.

  3. Route groups with skip logic

    While editing the NPS question, open Logic. SurveyMonkey groups the answers into detractors, passives and promoters, so you can send each group to its own follow-up.

Where SurveyMonkey shows your NPS

SurveyMonkey calculates the score in Analyze results. The default view is a gauge from −100 to 100, with the counts of detractors (0 to 6), passives (7 and 8) and promoters (9 and 10) in the table below.

The scale and answer texts are fixed. SurveyMonkey says editing them would change the NPS method and could disqualify the question from benchmarks.

Rounded sharesSurveyMonkey rounds each group’s share to a whole percent before it subtracts, so its score can differ by a point from an unrounded calculation.
CustomizeClick Customize on the NPS question to switch chart types or show the full 0 to 10 distribution.
Data TrendsHover over the NPS chart on the Data Trends tab to see the score for each period.
BenchmarksWith the certified NPS question, results can show a benchmark and which quartile your score falls in.

Export the responses as CSV or Excel

Exports are a paid feature. Steps from Exporting survey results.

  1. Start a new export

    In Analyze results, select Export, then + New export, and choose Individual responses as the data type.

  2. Pick the format

    Choose CSV or XLS, set the options for that format, edit the file name if you like and select Export. Above 100,000 responses, or respondents times questions, only CSV is offered.

  3. Download it

    A notification appears when the file is ready. It may be a ZIP file: unzip it first. Earlier exports stay under Export, Previous exports for 14 days.

What the NPS view does not tell you

The gauge tells you how many customers are detractors. It does not tell you which of their reasons costs you the most points. Reading the comments shows what comes up often, but what comes up often is not always what hurts the score most.

In 4,000 public clothing reviews, fit or size was the most common complaint (32 % of reviews) and cost the average rating 0.09 stars. “Doesn’t look flattering” came up half as often (15 %) and cost 0.14 stars, because each mention weighs more.

Effect per mentionHow much lower the score is when a theme comes up, with a likely range (95 %). With few comments the range is wide, and the report shows it.
Cost to your scoreThe effect times how often the theme comes up. This is the number that ranks the themes, not the count.
Based on how many commentsThemes with fewer than 30 comments are marked low data, not hidden. Every number opens the comments behind it.
An association, not a causeAn effect shows what goes with lower scores in your data. It is a strong lead on what to fix first, not proof. What each number means.

From the export to a ranked report

A direct SurveyMonkey connection is coming. Today you upload the export. If skip logic sent each group to its own follow-up, merge the three comment columns into one first.

  1. Check the file

    One row per response, with the 0 to 10 score and the comment. A CSV or XLS export of individual responses works as it comes out of the tool if it has one comment column.

  2. Upload it on the try page

    Upload the file on the try page. The first analysis is free for up to about 1,000 comments, no card. Comments in English; other languages are not tested.

  3. Get the report by email

    Within one working day: each theme with its effect per mention, what it costs your score, how many comments it rests on and whether that is sure enough to act on.

Questions

Does SurveyMonkey calculate NPS automatically?

Yes. With the Net Promoter® Score question or template, the score appears in Analyze results as a gauge from minus 100 to 100, with the counts of detractors, passives and promoters below it.

Can I change the NPS scale in SurveyMonkey?

No. The 0 to 10 scale and the answer texts are fixed. You can only change the name of the company, brand, product or service in the question.

How do I export SurveyMonkey responses to Excel?

In Analyze results, select Export, then + New export, choose Individual responses and the XLS or CSV format, and select Export. Exports are a paid feature.

Can I send detractors to a different question?

Yes. Open Logic on the NPS question. SurveyMonkey groups the answers into detractors, passives and promoters, and you route each group to its own follow-up.

Can Leverboard connect to SurveyMonkey directly?

Not yet. A SurveyMonkey connection is coming. Today you export individual responses as CSV or XLS and upload the file.

Find out which reasons cost your SurveyMonkey NPS points

Your score says how many customers are unhappy. Your comments say why. Leverboard measures which reason costs the most.

Try it on your dataSee a sample report

First analysis free. No card.

Net Promoter, Net Promoter Score and NPS are trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld. Sources: SurveyMonkey Help, Net Promoter® Score (NPS) and Exporting survey results.