Fwd: Net Promoter Score syntax

[Mark Webb-5]

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

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[Dave Taber]

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 [phone]
> Cell [phone]
> Fax to email [phone]
> 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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[Richard Ristow]

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
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[ViAnn Beadle]

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 [phone]
Cell [phone]
Fax to email [phone]
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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[ChrisKeran]

ViAnn Beadle: I know this is 5 years after your post, but thank you for sharing that you can compute a category in Custom Tables--never knew that and I'm a decades long CTABLES user :-).

[Jon K Peck]

To be fair, PCOMPUTE was introduced in version 18 :-)


Jon Peck (no "h") aka Kim
Senior Software Engineer, IBM
[hidden email]
phone: [phone]




From:        ChrisKeran <[hidden email]>
To:        [hidden email]
Date:        06/02/2015 08:00 AM
Subject:        Re: [SPSSX-L] Net Promoter Score syntax
Sent by:        "SPSSX(r) Discussion" <[hidden email]>

---

ViAnn Beadle: I know this is 5 years after your post, but thank you for
sharing that you can compute a category in Custom Tables--never knew that
and I'm a decades long CTABLES user :-).



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===================== 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