Unfortunately, it is not possible to change the scale of the NPS question (Likelihood to recommend), as this question is used to measure the NPS (Net Promoter Score) — a standardized and widely used international customer satisfaction metric.
The NPS is based specifically on a 0 to 10 scale in order to classify respondents consistently into three categories:
Detractors (0 to 6)
Passives (7 to 8)
Promoters (9 to 10)
This scale is essential to ensure your results are comparable to industry benchmarks.
What if some patients respond 5/10 thinking it’s out of 5?
In some cases, patients may respond 5/10 thinking they’re giving 5 out of 5, especially when previous questions use a 5-point scale.
Our recommendation:
To reduce confusion, we suggest placing the NPS question (Likelihood to recommend) at the very beginning of the questionnaire (position #1).
This helps capture a clear answer before the respondent becomes accustomed to a 5-point scale.
Feel free to message us in the chat if you have any questions.