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Create Custom NPS question - Step by step guide

Category: Custom NPS | Type: Step-by-step guide | Part 2 of 2 in : Custom NPS Question

💡 This article covers the full process: creating your question, adding it to a survey, and (if applicable) including it in a Standalone Index.

Before you start

  • You need to be a Hive admin with access to My Question Bank.
  • To create a Custom NPS, you may need to contact your Account Manager to activate this functionality.
Step 1 — Create your NPS question
  1. Go to My Question Bank
  2. Select ‘Create NPS’.
  3. Write your question text. This is what respondents will see. Be specific about who or what you're asking about — for example, "How likely are you to recommend volunteering with us to a friend or colleague?"
  4. Set your Label. This is the short name that appears throughout your reporting dashboard — for example, vNPS or Manager NPS.

🚩 Choose your label carefully. Once people start associating it with a name on their dashboard, it becomes the identifier for that metric. It's hard to change meaningfully once it's in use.

      5. ✅ Save the question. It now lives in your question bank and is ready to use.

Step 2 — Add it to a survey

Custom NPS questions behave like any other question in your library.

  1. Open or create a survey in Survey Builder.
  2. Search for your question by name.
  3. Add it to the survey at the position you want.

💡 You can use the same Custom NPS question across multiple surveys. Results will aggregate against the same label on your dashboard, so you can track the metric over time across different survey runs.

Step 3 — Add it to a Standalone Index (Standalone Indexes add-on only)

If your account includes Standalone Indexes, you can include your Custom NPS question as part of a bespoke index.

  1. Navigate to your Standalone Index (or create a new one).
  2. Add your Custom NPS question alongside the other questions in the index.

When the index runs, the Custom NPS question will be scored two ways:

  • Inside the index — it converts to a 0–10 average to combine with the other questions and produce a composite index score.
  • As an individual metric — on the dashboard it displays using the full −100 to +100 NPS scale.

Step 4 — Find your score

Once survey responses come in, the score appears on your Overview Dashboard under the label you set. It sits alongside your other survey metrics and respects the same filters and segments.

Custom NPS scores are excluded from Hive's eNPS benchmarking by design. Because the question wording and audience are yours, a like-for-like comparison with the global benchmark wouldn't be meaningful.

 

Things to know

  • Your existing eNPS question is unchanged. It continues to feed Hive's benchmarking exactly as before.
  • The 0–10 answer scale and the Detractor / Passive / Promoter boundaries are fixed and cannot be changed.
  • Custom NPS uses the NPS formula, not a mean score — the two are calculated differently and shouldn't be compared directly. 

 

â—€ Understanding Custom NPS

 

 

  

 

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