What is NPS? Net Promoter Score explained

The Net Promoter Score, or NPS, is a measurement tool that is used to gauge the loyalty that a customer feels towards a company.  It measures the customer experience and predicts business growth.  A score can usually be achieved by asking customers one simple question: How likely is it that you would recommend our business to a friend or colleague?

NPS is collected using a survey. In our Surveys, one of our question formats to choose from is the ‘Net Promoter Score’. It lets respondents score on a scale from 0 – 10. The NPS can be calculated by taking the percentage of Promoters and subtracting the percentage of Detractors.

  • Promoters: score 9-10, loyal enthusiasts
  • Detractors: score 0-6, unhappy customers

In your survey reports, it will show you a custom graph and your total NPS on the right-hand side.

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