There seems to be an issue with NPS surveys that do not use smiley faces. If we take away the colors and smileys from the question and add the neutral in as text, using the “Show Neutral” option, the neutral is showing as a 5. When in the colors with smiley faces its showing as 7&8. So if passives are 7 & 8 neutrals should also be 7 & 8 as that’s the passive score. Guiding survey participants to a 5 in neutral is really deceiving and its really guiding them to be a detractor based on the logic of what is “passive/neutral”.
Please help correct this so that Neutral is shown above 7 & 8 so that there are not unintentional detractor scores being given.
