Discover the likelihood of respondents promoting your brand.

Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend your products or services to others.

Respondents are asked to rate on an 11-point scale (0-10) the likelihood of recommending your company to a friend or colleague. You can phrase this question however you would like, but it should always capture the "likely to recommend" angle. Based on their rating, customers are then classified into three categories: promoters, passives, and detractors.

Score breakdown

Promoters are loyal, enthusiastic fans who provided a score of 9 or 10. They love your product or service and are more likely to remain customers, increase their purchases over time, and recommend your company to family and friends.

Passives gave a score of 7 or 8. These customers are somewhat satisfied but could easily switch to a competitor's offering if given the opportunity. They probably will not speak negatively about your brand, but they are not enthusiastic enough to speak highly of you.

Detractors gave a score of 6 or lower. They are not happy with the product or the service and likely will not purchase again. This interaction could potentially damage the company's reputation if the respondent shares negative experiences with others.

NPS calculation and reporting

NPS responses are used to calculate your overall NPS score by subtracting the percentage of customers who are detractors from the percentage who are promoters. This results in a score between -100 and 100.

The average of all of your NPS results in a certain time frame can be shown on the Company Trends dashboard if you have selected these metrics on the Metric Configuration page.

Each card on the Stream will also show the NPS score for a specific interaction: