The impact of different questioning styles on the NPS: Changes in Responses? – Publication and explanation of the experimental survey

Recommended for people like this

• Those wishing to determine whether NPS or NRS is the better metric for their organisation.
• Those who want to obtain data that is relevant to their organisation's challenges in an appropriate way.
• Those who want to understand the survey characteristics that fit their organisation's category and apply themto their survey practices.
• Those who are interested in survey results that are tailored to their organisation`s category.

This is a seminar explaining the third part of the popular "Experimental Survey" series by Asmark researchers.

In this session, we will focus on the differences in questioning styles regarding the "Net Promoter Score (NPS)" and the "Net Retention Score (NRS)," which are used as indicators for measuring customer loyalty. We investigate how survey results vary depending on the industry and products, placing emphasis on the differences in questioning styles.

First and foremost, we question whether the traditional calculation formula used to calculate NPS scores can be unquestioningly accepted without any issues. We also compare the validity of amounts by conducting comparative listening exercises, where we ask not only how much customers are willing to pay, but also about the maximum amount they are willing to pay. We provide tips on how to improve data accuracy that can be immediately applied during survey design, along with a detailed report.

Drawing on his extensive practical experience and his current role as a committee member of the JMRA, the Asmark researcher will also provide insights into 'how to present question structures' that can be immediately applied to survey practice.

Program

• Explanation of Survey Results 1: "Comparison of Results between NPS and NRS"


• Explanation of Survey Results 2: "Do Answering Trends Differ Depending on the Inclusion of the Word 'Maximum'?"


• Explanation of Survey Results 3: "The Influence of Different Questioning Styles on the Results"

Speakers

Asmarq Co., Ltd. Masayuki Satomura

Researcher

Masayuki Satomura is a graduate student specializing in social psychology at the Graduate School of Humanities and Social Sciences, Hirosaki University. He joined the company in 2011 after gaining five years of experience as a sales floor manager at a major chain store. Initially, he was responsible for such as creating questionnaire, data checking, and aggregation. Currently, his main responsibilities include planning, designing, analyzing, and creating reports for quantitative surveys. Through on his experience in dealing with raw data, he has developed an interest in survey quality and is involved in planning experimental surveys for the company as well as collaborative surveys with other companies. He is also, he serves as a member of the Public Statistics Infrastructure Development Committee of the JMRA (Japan Market Research Association), and actively conducts research on data usage both internally and externally.