# Fwd: Net Promoter Score syntax

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## Fwd: Net Promoter Score syntax

 Some market researchers compute a score called Net Promoter Score. I'm trying to write syntax for this score but am struggling. Has anyone does this? - any assistance will be appreciated. NPS is computed from an 11 point scale [0-10] of recommendation where 10 = Extremely Likely to Recommend. The 11 point scale is reduced to 3 points 0-6 = Detractors 7-8 = Passives 9-10 = Promoters The NPS = %Promoters - %Detractors An example - Detractors        10% Passives            30% Promoters        60% NPS = 60-10=40 The only data I have is a rating from each respondent on the 0-10 scale-one variable. I'm struggling to compute the percentages into new variables so that I can subtract them. As the percentages will vary if a filter is applied it will be necessary to recalculate for each new filter. Regards -- Mark Webb Line +27 (21) 786 4379 Cell +27 (72) 199 1000 Fax to email +27 (86) 5513075 Skype  webbmark Email  [hidden email] ===================== To manage your subscription to SPSSX-L, send a message to [hidden email] (not to SPSSX-L), with no body text except the command. To leave the list, send the command SIGNOFF SPSSX-L For a list of commands to manage subscriptions, send the command INFO REFCARD
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## Re: Net Promoter Score syntax

 Mark: this is a previous post i sent out in 2007 to Tanya - as for the NP score itself, i'm not a big fan -- your question is referenced toward the end Tanya: don't know if there is an answer to your question but when you calculate the net promoter (NP) score, the z-test is not applicable. The reason for this is that when when you track this measure you may be double-counting a change in the proportion of respondents. This is because when the proportion who answered 9 or 10 goes up by 1 pct point you will be doubling that increase if the proportion who answered 1 to 6 decreased by 1 pct point. The resulting NP score is actually not a proportion -- it's just a calculated score. You would expect much greater variation with a NP score than a top 2-box percentage. on a separate note, an easy way to track net promoter scores in spss is to recode 9-10 to +100, 7-8 to 0, and 1-6 (or 0-6) to -100 -- then just compare the mean of the new variable over over time. you might want to check with the company that advocates this technique http://www.satmetrix.com/netpromoter/index.htm to see what they say about statistical differences over time On Fri, Mar 12, 2010 at 6:04 AM, Mark Webb <[hidden email]> wrote: > Some market researchers compute a score called Net Promoter Score. > > I'm trying to write syntax for this score but am struggling. > Has anyone does this? - any assistance will be appreciated. > > NPS is computed from an 11 point scale [0-10] of recommendation where 10 > = Extremely Likely to Recommend. > > The 11 point scale is reduced to 3 points > 0-6 = Detractors > 7-8 = Passives > 9-10 = Promoters > > The NPS = %Promoters - %Detractors > > An example - > > Detractors        10% > Passives            30% > Promoters        60% > > NPS = 60-10=40 > > The only data I have is a rating from each respondent on the 0-10 > scale-one variable. > I'm struggling to compute the percentages into new variables so that I > can subtract them. > > As the percentages will vary if a filter is applied it will be necessary > to recalculate for each new filter. > Regards > > -- > Mark Webb > > Line +27 (21) 786 4379 > Cell +27 (72) 199 1000 > Fax to email +27 (86) 5513075 > Skype  webbmark > Email  [hidden email] > > ===================== > To manage your subscription to SPSSX-L, send a message to > [hidden email] (not to SPSSX-L), with no body text except the > command. To leave the list, send the command > SIGNOFF SPSSX-L > For a list of commands to manage subscriptions, send the command > INFO REFCARD > ===================== To manage your subscription to SPSSX-L, send a message to [hidden email] (not to SPSSX-L), with no body text except the command. To leave the list, send the command SIGNOFF SPSSX-L For a list of commands to manage subscriptions, send the command INFO REFCARD
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## Re: Net Promoter Score syntax

 In reply to this post by Mark Webb-5 At 06:04 AM 3/12/2010, Mark Webb wrote: Some market researchers compute a score called Net Promoter Score. I'm trying to write syntax for this score but am struggling. NPS is computed from an 11 point scale [0-10] of recommendation where 10 = Extremely Likely to Recommend. The 11 point scale is reduced to 3 points 0-6 = Detractors 7-8 = Passives 9-10 = Promoters The NPS = %Promoters - %Detractors The only data I have is a rating from each respondent on the 0-10 scale-one variable. It sounds like you have one record per respondent, and need to do the calculating over groups of correspondents. See, of course, Dave Taber's method. Or, to calculate the NPS as SPSS data values within groups of respondents defined by variable "Group", based on response variable "Response", then it should be straightforward with AGGREGATE. To compute the score in a new dataset called NPS (code not tested), DATASET DECLARE  NPS WINDOW[=MINIMIZED. AGGREGATE OUTFILE=NPS    /BREAK=Group    /GrpSize 'N. of respondents in group' = NU    /PctProm 'Percent of promoters'       = PIN(Response,9,10)    /PctDetr 'Percent of detractors'      = PIN(Response,0, 6). DATASET ACTIVATE NPS WINDOW=FRONT. COMPUTE   NPS = PctProm - PctDetr. VAR LABEL NPS 'Net Promoter Score'.   "GrpSize" is not strictly necessary, but highly recommended, to assess whether each group is large enough for the score to be meaningful. And I've no judgement about whether the score itself is meaningful. -Best of luck,  Richard ===================== To manage your subscription to SPSSX-L, send a message to [hidden email] (not to SPSSX-L), with no body text except the command. To leave the list, send the command SIGNOFF SPSSX-L For a list of commands to manage subscriptions, send the command INFO REFCARD
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## Re: Net Promoter Score syntax

 In reply to this post by Mark Webb-5 Check out computed categories in Custom Tables. You can perform arithmetic on the summary statistics for categories. -----Original Message----- From: SPSSX(r) Discussion [mailto:[hidden email]] On Behalf Of Mark Webb Sent: Friday, March 12, 2010 4:04 AM To: [hidden email] Subject: Fwd: Net Promoter Score syntax Some market researchers compute a score called Net Promoter Score. I'm trying to write syntax for this score but am struggling. Has anyone does this? - any assistance will be appreciated. NPS is computed from an 11 point scale [0-10] of recommendation where 10 = Extremely Likely to Recommend. The 11 point scale is reduced to 3 points 0-6 = Detractors 7-8 = Passives 9-10 = Promoters The NPS = %Promoters - %Detractors An example - Detractors        10% Passives            30% Promoters        60% NPS = 60-10=40 The only data I have is a rating from each respondent on the 0-10 scale-one variable. I'm struggling to compute the percentages into new variables so that I can subtract them. As the percentages will vary if a filter is applied it will be necessary to recalculate for each new filter. Regards -- Mark Webb Line +27 (21) 786 4379 Cell +27 (72) 199 1000 Fax to email +27 (86) 5513075 Skype  webbmark Email  [hidden email] ===================== To manage your subscription to SPSSX-L, send a message to [hidden email] (not to SPSSX-L), with no body text except the command. To leave the list, send the command SIGNOFF SPSSX-L For a list of commands to manage subscriptions, send the command INFO REFCARD ===================== To manage your subscription to SPSSX-L, send a message to [hidden email] (not to SPSSX-L), with no body text except the command. To leave the list, send the command SIGNOFF SPSSX-L For a list of commands to manage subscriptions, send the command INFO REFCARD