Experience questions are frequently used custom questions that have been standardised to allow for easy benchmarking and comparison. Experience questions often reflect popular questions and globally recognised measures (such as the Net Promoter Score). Utilising the preset Culture Counts experience questions can help to provide insights into marketing or outcomes specific to your organisation and will contribute to the big database of sector insights.
This section of the reporting dashboard shows the results from the following experience questions:
- Net Promoter Score: The results from this question can be used to calculate a Net Promoter Score (NPS). NPS is a standardised metric that seeks to measure loyalty between an organisation and its audience. Respondents with a score of 9 or 10 are considered ‘Promoters’. ‘Detractors’ are those who respond with a score of 0 to 6. Scores of 7 and 8 are considered ‘Passives’. NPS is calculated by subtracting the percentage of respondents who are Detractors from the percentage of customers who are Promoters. This means that an overall Net Promoter Score can range between -100 to +100. A negative NPS (e.g -33) may indicate room for improvement. A NPS in the positives is considered good (e.g. 25), a score over 50 is considered excellent and a score over 70 is considered world class.
- Overall Experience: A general experience question, with a choice of five options – Excellent, Good, Neutral, Poor and Terrible.