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The 1 to 10 rating scale has been a long-time staple in user research surveys – and with good reason!
The 1 to 10 rating scale is popular across disciplines like psychology and sociology and is one of the most customer-preferred methods of giving feedback to companies.
The famous NPS survey (Net Promoter Score) – which is presented as an example in this 1 to 10 rating scale template – is the most popular customer loyalty metric worldwide.
It takes a concept that is seemingly unmeasurable and offers brands not only insight into how their customers feel about them, but a powerful metric they can track and improve.
Now, the NPS rating scale is used by hundreds of thousands of businesses all over the world, and it is the most well-known 1 to 10 rating scale (even though it starts at 0!).
Brand loyalty has always been important; loyal customers are the lifeblood of any business, but today with so much opportunity to leave negative and positive feedback all over the internet and on social media, it seems more important now than ever.
So why is the NPS rating scale so popular? Well, it allows you to quickly assess how your audience feels about your company in a 0-10 rating scale format which customers find easy to understand. Customers respond instinctively, without the internal filter that is often turned on by more complicated questions.
Customers who answer with a score of 6 or below will likely be a source of negative word-of-mouth for your company, so these people are called “detractors”, because they (knowingly or not) detract from the overall health of your business.
A score of 7 or above are considered “promoters”, and those who rate your business as a 9 or 10 will be your brand champions. These people often look for any opportunity to recommend your company to others.
It’s amazing how many customers are responding to our surveys. For every dollar we spend on a Survicate subscription, we generate about $25 in additional revenue.
— Michael / Head of Marketing at Looka
Once you have the results of your survey using this 1 to 10 rating scale template you can calculate your business’s NPS score: simply subtract the percentage of detractors from the percentage of promoters to get your score.
This provides you with one of the most useful customer experience metrics available.
It’s a metric you can track and monitor, and all the data you receive from your customers is numerical so there’s no room for nuance or reading an answer in a way it wasn’t intended.
We all hope that the responses we receive from our surveys will be entirely positive, but it’s a simple fact that you can’t please everyone, and sometimes you’ll receive feedback you don’t want to hear.
When someone responds with a rating below a 6, you need to know what they experienced that caused them to have this reaction, and fortunately, you don’t have to stay in the dark.
Our 1 to 10 rating scale template allows you to add follow up questions when a customer reacts strongly – both negatively and positively. When a customer answers negatively, it’s worth following up with another question to inquire about their experience.
Conversely, a 9 or 10 rating is so positive it’s worth following up to discover exactly what your company did right for them, so you can offer that same experience to all your customers.
With our analytics dashboard, it’s easy to analyze the results of your 1 to 10 rating scale questions. Our clear graphs show you what answers are most popular and allow you to monitor your results over time.
It is fast and easy to view the answers you received as a result of your follow up questions, where you will gain insight into the experiences of your customers which prove invaluable to offering them the best service possible.
Customer loyalty is key for longevity, and the more you can do to raise your Net Promoter Score, the more profitable you’ll be.