General questions
For general questions, a five-point response scale is used. By using a response scale with an odd number of answer options, the respondent is not forced to take a stand, allowing room for neutral answers. This contributes to a more nuanced picture of the respondents' opinions and is positive for the response rate.
Below is an example of what this looks like in a survey.
Results for general questions are reported as an average and visualised in a graph.
Net Promoter Score (NPS)
NPS measures ambassadorship with a single question. For this, an 11-point response scale from 0-10 is used.
This is what the question looks like in the survey.
The result of the NPS question is reported as a value between -100 and 100 and shows the distribution between detractors, passives, and promoters among the respondents.
Text comments
Questions with text-based answers are most commonly associated with NPS, but can also appear in other contexts where a broader understanding of a topic is desired.
The example below shows a text question linked to NPS.