Comparing the average score mode to NPS score mode

Peakon provides insights using two complementary scales. The average mode uses a scale of 0-10, whereas the NPS mode, which is a widely used methodology in multiple industries, uses a scale of -100 to 100. This article will discuss the differences between the two modes.

This article will cover:

• Choosing the preferred score mode 
• Difference between average and NPS mode

Choosing the preferred score mode 

Administrators can set their company's preferred score mode in the data settings.

To set your company's overall score mode:

1. Go to Administration > Data settings
2. Set the Overall score preference

Each user with dashboard access is also able to switch between NPS mode and average mode using the options at the top right of their dashboard. The default will always be the mode that the company administrator has selected, so after each dashboard use, this will revert to default.

Difference between average and NPS mode

When viewing scores from the two modes, the main visual difference is the scale. While the average score can range between 0 to 10, the NPS scale can range between -100 to 100. 

Although the two scales may appear in a way that they could be converted, there isn't a way to tell what the average score would be in NPS mode and vice versa, just by looking at the scores.

This is due to the fact that the calculation for each mode is fundamentally different (see How scores are calculated).

The NPS mode does not take into account scores between 7-8 into its calculation. Furthermore, it does not use the raw scores in its calculation, but rather the percentage of the two groups (promoters and detractors).

To learn more about NPS and any recommendations, see About eNPS and how it works.