Why prefer the NPS scale of 11-pointer than traditional 5-pointer scale?

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  • Why prefer the NPS scale of 11-pointer than traditional 5-pointer scale?
  • 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 A 5-star rating has been long outdated.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.

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