- Neutral is technically scores 7 and 8 which are the two passives. 5 would be a detractor.
- Neutral is often associated with N/A, and this causes customers to fill out the survey with a 5 when really they meant to indicate that the survey question was not applicable to them.
Option to remove "Neutral" from the NPS question
None
Best practices for NPS recommend against using the word "Neutral" in the NPS question for two main reasons.
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Thanks for your feedback on NPS question, as per standard set by Satmetrix for NPS question there should be neutral on top of 5.
However we have plans in Survey Roadmap to make "Neutral" label as optional to be shown to customer. We will let you know on expected date of this enhancement soon.
Similarly, I want to actually be able to change the anchor label text ("not at all likely", "extremely likely") to match the re-phrasing of the question. The app allows me to change the question to anything I like, however I cannot change the anchors to match the question I'm asking. I realize the responses are industry standards, but the wording of the question can be changed, so I need to manipulate the answers to match. Can this be considered as an enhancement as well? And/or is there a work-around for this currently?
We follow industry standard on NPS question and ability to change anchor label text is not appropriate. However in case of Neutral, its not mandatory to have it.
At this stage we do not have any plans on it but there is a work-around to it. You can use Matrix type question and add your own custom label on it.
I will update on this after our next release prioritization i.e. few weeks away.
This particular feature will be available in July 7th Release.
We have received a support ticket on the same and fix is ready to be sent.