Calculating Your Net Promoter Score® When Using Relationship and Transactional Surveys
Calculating your NPS® is pretty straightforward – until you start mixing types of surveys. Keeping your NPS® separate for all your surveys is the key to this potential confusion. Combining relationship and transactional results is like trying to mix apples and oranges in terms of consistency.

Thus, your company’s NPS® will be determined by relationship surveys, whereas every transactional survey should have its own score. This is because transactional surveys are investigating different areas of your business. For example, a customer could give you a poor score on their browsing experience, but might give you a really good score in customer service or even in a relationship survey.

Relationship or Transactional NPS® Surveys?
As we’ve already hinted, using both types of surveys will deliver the best results. A relationship survey will tell you how loyal your customers are but will also tell you where you need to investigate further – by conducting transactional surveys.

Transactional surveys can then be used to assess the different touchpoints and find ways of improving the experience. However, conducting a relationship survey first is critical because it will streamline the whole process so you don’t end up conducting a bunch of transactional surveys you don’t need.