This script type is useful to gather the Net Promoter Score® from your customers. This metric allows you to measure customer satisfaction and loyalty.

Click

Choose the Opinion Scale type inside Build > Script

Edit

Click on Edit to customize.

Once you are done making changes, you can click on Done.

Check

Go to Build > Design and see how it looks.

Those who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers.

Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors.

Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors.

Note

You can set Logical Jumps for Opinion Scale type based on the answer they give.

(Net Promoter, NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.)

Tip

• Click on the Eye icon to preview the chatbot at any point.

• If it says Unpublished Changes, it means there are changes waiting to be made public.

• Once you click on Publish, all pending changes will become live on your chatbot.