Contributor ⭐️

Option to remove "Neutral" from the NPS question

Forum|Forum|10 years ago
November 19, 2015
16 replies
157 views

Best practices for NPS recommend against using the word "Neutral" in the NPS question for two main reasons.

Neutral is technically scores 7 and 8 which are the two passives. 5 would be a detractor.
Neutral is often associated with N/A, and this causes customers to fill out the survey with a 5 when really they meant to indicate that the survey question was not applicable to them.

We would love the ability to remove this from our survey!

Show previous replies

darkknight

Expert ⭐️

This was apparently removed from English....but not other languages. When these types of requests are made, it would really be helpful for Gainsight to think of this through the customer lens, because it would apply to all languages other than English.

Jeff Kirkpatrick

gaurav_kotak

Expert ⭐️

Agreed. This is oversight on our part. In fact I would say, the decision to remove 'neutral' should be per survey not per language per survey. Praneet can you please evaluate feasibility of this as a priority