Hello, I need to create a form based on the NPS methodology.
My question is how to create the answers of multiple choices from 0 to 10, where the selections other than 7 and 8 are required to justify.

You create a question with the scale from 0-10, then you hide one, or probably better two open-ended questions and show them via relevance equation only if the person rated 9 and 10, or the other question for 0-6.

Pretty easy to do with the relevance equations. You could also use conditions, but relevance equations and the expression manager make this so much easier and quicker.

I think if it is multiple choice, you will need 9 long-text questions shown via relevance if the corresponding check-box is selected.

OK, I overread the 'multiple choice'. But if it is NPS based, multiple answers do not make sense.

I mean, you can't give multiple answers to the NPS question.

carloscavalcante28 wrote: where the selections other than 7 and 8 are required to justify.

I don't understand this part. If someone answers not 7 or 8, they need to explain further?

I think it makes a certain sense, when you look at the theory behind that NPS thingy.

You have the scale from 0-10, with 9 and 10 being the promotors. And those that rate 0-6 are retractors. You substract the % of retractors from the % of promotors.

Somehow NPS just doesn't care about 7 and 8 ratings, their answers do not go into the calculation of the score.

I assume the OP wants to have further information why someone would be a promotor (9-10) or a retractor (0-6).

I am not very convinced by the whole concept, because in my opinion it has so many flaws, but companies love it, because it gives a clear KPI that fits well into dashboards...

But I think if you believe in the NPS, it makes sense to ask promotors and retractors some additional questions, to understand the results better.

holch wrote: Somehow NPS just doesn't care about 7 and 8 ratings, their answers do not go into the calculation of the score.

Right, I forgot about that.
So when seeing NPS, always answer 7 or 8. No further questions around the corner

I really think you can ask question with 7 and 8 (same question text), else it can prevaricate the answer.

Right, I forgot about that. So when seeing NPS, always answer 7 or 8. No further questions around the corner

That can get you into deep trouble! I personally experienced it.

My car dealership asked me to rate them on the NPS scale. Those guys even have signs put up at the dealer ship with a green smiley for 10, a yellow not so happy smiley for 9 and a red sad smiley for 8! They are trying to teach you to give only 10, because if they are rated below 9 on average, they get in trouble with the manufaturer. This is really absurd. A really, really bad example of NPS applied in nature.

I am generally satisfied with those guys, but I hardly ever give a 10. Just because! I feel like to deserve a 10 on a 0-10 scale, you need to be exeptionally good. So I would usually give a 9 or an 8. This time they had me waiting, even with a scheduled appointment and they even sent me a message to tell me I should be there 15min early (which I find quite ridiculous to ask that of a client). But OK, I was there on time, they had me waiting a good 15-20min, so I gave them a 8.

A couple of days later I received a call from the dealership if I couldn't change my rating to at least a 9.

I told them, if they contiue I will give them a 7 or a 6 instead. Just for calling me and trying to change my rating, because it wasn't convenient. 8 is a perfectly fine rating. It is far above the average of 5. So they should be happy with it.

holch wrote: My car dealership asked me to rate them on the NPS scale. Those guys even have signs put up at the dealer ship with a green smiley for 10, a yellow not so happy smiley for 9 and a red sad smiley for 8!

The car dealers are the poor guys. The car manufacturers are forcing a broken model between money kickbacks and customer satisfaction measurement. It's everywhere. I had a cardealer which did their own customer survey to compare them to the customer survey from the car manufacturer. So you got to calls from different callcenters around the same case.