The Net Promoter Score (NPS) question lets you measure customer loyalty with a single question. Your score represents the net percentage of your customers who are promoters of your company or brand.
The NPS methodology is based on the following question:
How likely is it that you would recommend this company to a friend or colleague?
(Not at all likely) 0 1 2 3 4 5 6 7 8 9 10 (Extremely likely)
Based on their responses, your customers will fall into one of three groups:
|Promoters||9–10||Loyal enthusiasts who will stay with your company and urge their friends and colleagues to do the same.|
|Passives||7–8||Satisfied but unenthusiastic customers who can be easily wooed by the competition.|
|Detractors||0–6||Unhappy customers who have the potential to damage your brand.|
Then, to calculate your score, we subtract the percentage of Detractors from the percentage of Promoters. A positive score indicates that your promoters outweigh your detractors.
When you use our pre-built NPS template or question type, we automatically calculate your score. You can easily add an NPS question into your survey, or you can choose from several survey templates that include an NPS question.
If you send your survey via Email Invitation, you can embed the NPS question in your email so customers can respond with just one click.
We automatically calculate your NPS in the Analyze Results section of your survey. Your NPS can range from -100 (all Detractors) to 100 (all Promoters). Any positive number score means that the percentage of customers who are Promoters outweighs the percentage of your customers who are Detractors.
By default, your score will be expressed in an easy-to-use Gauge Chart. Below the chart in the data table, you can see the exact number of Detractors, Passives, and Promoters.