Customer Satisfaction: NPS
Survey by Info Syneratio, Netherlands
Tuesday 28 February

NOTE: Survey template

Net Promoter Score NPS (General)

Researcher Note:

The *Net Promoter Score is a common test of customer satisfaction that was made popular by Fred Reichheld of Bain & Company.

The score is calculated based upon one question (used twice in this survey) by sorting respondents into Promoters (High), Neutrals (Middle) and Detractors (Low), then subtracting the percentage of respondents that are Detractors from the percentage that are Promoters.

This survey calculates the Net Promoter Score for two instances: the purchase of an iPad, and overall feelings of Apple. In addition, it collects other feedback and demographic information for future segmentation.

*The Net Promoter Score is a registered trademark of Fred Reichheld, Bain & Company and Satmetrix.