- 20
- February
- 2022
Net Promoter Score at 11-pointer scale brings users a wide range to express their experiences with better preciseness. Its comparatively new and gives a better-expressed experience while sharing feedback. A 5-star rating has been long outdated.
The NPS 11-pointer scale is helping to change the perception towards the importance
of feedback across all the verticals in organizations and across employees, customers,
and management.
There are numerous other reasons why one should implement or migrate to an 11-
pointer scale than the earlier 5-star ratings.
1. The Much-Needed Depth
The core of the score which brings us to recommend this scale is the immense
depth the scale unveils. The comparatively new adoption to NPS score brings
unbiased feedbacks to you well dispersed across the scale. Users simply need more
choices to express themselves quickly in more detailed feedback.
The intensity of the biased feedback is significantly reduced in the 11-pointer scale
as the user ascertains the value to her desired experience. This is because of the
magnification of the scale that lets user help define their experiences in a detailed
and organized pattern.
2. Sharper Insight in quick time is boon for the management
A major disadvantage of a narrow scale is the concentration of data in a narrow
region which overlaps the different experiences of the users. The difference might
not look considerable over a small data set but as the responses increase the data
becomes intense to analyze.
The large bandwidth of rating helps differentiate between the slightest of a difference
of opinion. On an increment of rating in 11-pointer, the score is changed by 9
percent whereas in 5-pointer the scale increments up to 20 percent. The 5-pointer
Inspiring decisions scale differentiates between key areas of concerns after a long period whereas it is
quick and reliable in 11-pointer.
For management to review a data set of scores distributed across 11-pointer helps
bring focus to impacted areas quickly. The sharpness of data presents insights in
quick time which help set effective action steps in improving the services and hence
the organization business & growth.
3. Importance of Zero
It’s a blessing that comes with the NPS scale. The user can clearly indicate the
experience as really terrible. The idea behind rating 0 brings a vital space for users
to express their extent of dissatisfaction. These users urge you to contact and cure
them.
The users are engaged with the organization seeking a response and hence are the
most responsible users to reach you. You just can’t let them go.
4. Score 9 is a saver
You don’t have to hit a perfect score for creating an exceptional performance
The challenge with 5 pointers brings you a straight narrative by the users where they
are biased to give you a perfect score only when things have been exceptionally
smooth. But the user will always rate you on average 3,4 for even a bit of scratch
experience. Any user rating you on a scale of 9 is a promoter. The staff and team
deserve an equal amount of appreciation when they helped produced a near-perfect
experience.
There are numerous interactions and touchpoints that compromises of one
experience from the user. The user experience nearing a perfect should is also an
appreciation which can’t be captured in the traditional 5 pointer scale.
Additionally, some users are just not comfortable giving a full score due to their
inherent inclination towards leaving a room for improvement however exceptional
you have been. These users are still your die-hard promoters, you cannot risk to
lose them.
5. The NPS Metric Shifts Downward with a 5-Point Scale
In research by Matrix CX, it was observed that while converting a 5-pointer scale
NPS to 11-pointer scale the NPS Metric showed a downward shift. One would
expect the NPS score to be the same. However, the NPS from the 11pt question is
10.2 points higher than the NPS
Inspiring decisions
from the 5pt question. The 5pt scale appeared to have a downward bias on the NPS
scores. In other words, Promoters decreased from the 11pt scale to the 5pt scale
while Passives and Detractors increase.
6. Magic Number 6
This is a powerful number that helps define the quality of the services being provided
to the users. In the NPS scale, the surveyor brings clarity by describing scales as
below average experience of the users rating till 6. Every organization aspires to be
the best which drives them to share a world-class experience with its users. NPS
scale helps an organization address the concerns of the users by giving them 63.6
percent of the area to mark as a negative.
The score of 3 brings an ambiguity between an average and a poor score. The
confused users many at times rate you on a scale of 3 when they have a mixed
experience.
Therefore, the NPS scale distinguishes stressed users vs happy users, as any user
who puts an effort to score you on higher scales experienced a nominal or splendid
time.
Overall, to sum it up, 11-pointer scale helps express the respondents better and at the
same time provide in-depth insights to the management with faster validation on their
targeted service improvement efforts.
The global challenge behind the adoption of the NPS scale is to fit it in the mobile
screen which is intelligently solved by Zykrr’s in-patent design of colourful vertical scale.
This multiplies the efficiency of the NPS scale and helps evaluate all the keywords on
the 11 pointers.
NPS®, Net Promoter® &Net Promoter Score® are registered trademarks of Satmetrix
Systems, Inc., Bain & Company and Fred Reichheld.