Question type detail
The Net Promoter Score (NPS) measures customer loyalty and satisfaction based on one key question: “How likely are you to recommend us to others?”
As every question type, can be set as mandatory or optional.
How to use it
• Ask the standard NPS question with a 0–10 scale.
• Customize the follow-up open-ended question (“What is the main reason for your score?”).
• Automatically calculate your NPS from responses.
When to use it
• After purchase or support interaction.
• As part of a quarterly customer feedback program.
• To benchmark overall satisfaction across regions or teams.
How to evaluate
NPS is evaluated by categorizing respondents into three groups:
Promoters (9–10): Highly satisfied customers who are likely to recommend your company.
Passives (7–8): Neutral respondents who are satisfied but not enthusiastic enough to promote.
Detractors (0–6): Unsatisfied customers who may discourage others from engaging with your business.
Tip: We recommend repeating the NPS survey regularly over time. This allows you to compare results and track progress through benchmarking. Work with all customer groups — aim to minimize the number of detractors, fix what went wrong with them, and reduce future churn. As a result, your retention and revenue will grow.
The score is calculated using the formula:
NPS = %Promoters – %Detractors