Net Promoter® Score (NPS)

To add or edit an NPS question:

1. Go to the Design Survey section of the survey.
2. From from the BUILDER menu in the left sidebar, click Net Promoter ^® Score.
3. Hover over the question and click Edit.
4. Click the drop-down menu labeled this company and choose from the options or enter a custom company, brand, product, or service. You can't edit other aspects of the question or answer text, since this would affect the NPS methodology and potentially disqualify the question from benchmarks.
5. Click Save.

Skip Logic

You can apply Question Skip Logic under the Logic tab when you edit an NPS question. We automatically group the answer choices into Detractors, Passives, and Promoters so you can direct respondents to follow-up questions accordingly.

Below are some of our most popular templates that include an NPS question. To use or preview a template, create a survey in your account and browse the template categories.

Net Promoter Score Template

The Net Promoter Score Template begins with the NPS question and features built-in logic that directs your customers to an open-ended follow-up question based on their rating. The last page of the template includes a series of demographic questions, giving you further insight into who comprises your customer base.

We add skip logic to the template that directs respondents to open-ended questions based on their response. You can view the Question Skip Logic applied on the NPS question by hovering over the question in your design and clicking the Logic button.

To calculate your NPS, we use the following equation:

Since an NPS must always be a whole number, we round the percentages of Detractors, Passives, and Promoters to the nearest whole number before calculating.

To edit an NPS chart:

1. Go to the Analyse Results section of the survey
2. Click Customize in the upper-right corner of the NPS question.
3. In the Chart Type tab, choose from three Net Promoter Score chart types that display your score only. Or, you can use Distribution charts to display the breakdown of Detractors, Passives, and Promoters:
4. In Display Options tab, click the Depth Menu to choose how you want the data displayed.

Chart Types

Display Options

Learn more: Display Options

Editing Restrictions

You cannot change the chart colors or labels. The colors and labels we use by default represent the three customer groups: Detractors, Passives, and Promoters.

When you use a certified NPS question, benchmarks may be available in your survey results so you can compare your results to others who used the NPS question in a side-by-side view.

Knowing which quartiles your NPS falls between allows you to better understand where you stand in comparison to the organizations included in the benchmark.

When you create a Filter Rule on an NPS question, we automatically group the answer choices into three groups: Detractors, Passives, and Promoters.

You can click the down arrows to the right of each group to instead focus on the individual answer options 0–10.

You can use Data Trends to see how your Net Promoter Score has changed over time. Under the Data Trends tab, hover over the NPS question chart to see the NPS for any given time period.