Hi Team,
One of customer is looking to have the NPS Survey Question with three options such as Not at all likely, Neutral, Extremely likely with the smileys instead of having the 11 number as an option. So once they selct and save the survey with any option as an response they should be able to see those responses as an Detractors, Passives, and Promoters Responses.
+2Hi
If the ask is just to bucket the 11 point score scale into three categories for reporting purposes, this is possible using the “True NPS” functionality: https://support.gainsight.com/SFDC_Edition/Surveys/Examples_and_Tutorials/Calculation_of_True_NPS_on_Survey_Responses
+2In that case they should use a three option survey question type instead of NPS.
NPS is a formally structured survey methodology that has academically studied statistical rationale for the 11 point scale of 0-10. https://en.wikipedia.org/wiki/Net_Promoter
You can create a different survey question type with only three question options, but it will not be an NPS survey question anymore.
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