NPS® and Likert items added to question types


A few months ago we launched our new online survey tool, Questions. At the time of launch, we invited everyone to share their thoughts about our new tool.

Well, you talked, we listened — and after listening, we heard that you wanted more flexibility and variation in the question types we offered. You wanted to be able to gauge the feelings, attitudes and loyalty of your participants. So, we’re excited to announce that we’ve just added Likert items and Net Promoter Scores® (NPS) to broaden our question types.

Both of these options will be available for our Questions tool, as well as pre- and post-study questions, and pre- and post-task questions.

What are Likert items?

Likert items are great if you want to understand what your participants think or feel about a particular subject.

Usually, participants are provided with a statement or question, and are asked to specify their level of agreement or attitude towards that statement or question.

Here’s an example of a Likert item:


When you’re creating Likert items in the Optimal Workshop Suite, you can choose from a five- or seven-point scale. You can also customize the labels for each point. This makes it easy for you to set your scale as bipolar (one extreme to the other, with a neutral point in the middle), or unipolar (from one extreme to a zero, instead of two opposite extremes).

Results are displayed in a similar way to the responses for drop-down and radio button questions.


What are Net Promoter Scores®?

If you’ve ever wanted to gauge the experience that a participant has had with your company, product or service, Net Promoter Scores® are a great type of question to use.

Here’s an example of a NPS® in action:


Participants select the number on the scale that most accurately describes their feelings toward your question. These types of questions are perfect for asking participants about their experience with your brand, product, service, or your app.

Participants who select a score of 9-10 are classified as “Promoters”, while 7-8 are “Passives”, and 0-6 are “Detractors”. The higher the score, the more satisfied people are.

NPS® results are displayed in an easy-to-read layout:

NPS results.png

Your NPS® can hit as low as -100 if all of your participants are Detractors, and as high as 100 if all of your participants are “Promoters”. Basically, the higher the score, the happier people are! In the example above, we can see there were 6 Detractors, 2 Passives and 0 Promoters (hence the negative score!)

We hope you enjoy these two brand new question types and try them out in your next study.  If you have any thoughts or opinions, please let us know!

Published on Jan 20, 2017
Max Koh
  • Max Koh
  • Max is Optimal Workshop's UX writer/word person, resident cat whisperer and Samoyed enthusiast. Connect with her on LinkedIn:

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