Net Promoter Score®

Get smarter about the way you measure feedback.

What is NPS®?

Net Promoter Score (NPS) is a common customer experience metric used to measure a customer’s overall perception of a brand and their likeliness to recommend its product or services.

Mobile friendly NPS survey

How do your customers rate your brand?

After asking your customers “How likely is it that you would recommend [brand]/[product/service] to a friend or colleague?”, NPS is calculated using a scale of 0-10 and responses are categorized into three groups:

Detractors (score 0-6)

Unhappy customers who can hurt your reputation by speaking negatively about your brand.

Passives (score 7-8)

Satisfied but indifferent customers who could be influenced by the competition.

Promoters (score 9-10)

Loyal customers who will continue buying and referring others.

NPS bar chart

Calculate your NPS

NPS can range from 100 to -100. If your score is 100, it means all of your customers are promoters; whereas a score of -100 means all of your customers are detractors. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Passives are not part of the equation as they are too neutral to have an influence on a potential new customer’s decision.

The higher your score, the happier your customers are!

NPS calculation

Unlock the hidden value in your CSAT surveys

NPS is critical to understanding how your customers perceive your brand overall, and how likely they are to make a repeat purchase – directly impacting your bottom line. NPS provides brands with a quantifiable metric they can use to manage and improve their customer experience.

Use skip logic for a better user experience, and accelerate follow ups with promoters and detractors.

NPS skip logic

Want to predict the future?

Look at your NPS in detail and pinpoint areas of your customer experience with the greatest number of detractors. Predict which customers are at risk, and identify how improvements would impact your NPS.

Case management

Turn detractors into promoters and promoters into brand evangelists. Automatically generate cases and alert staff when they need to follow up. Close the loop with a personalized email or text in real-time after a survey is completed.

Learn more about case management

Nps Case Management Mobile

NPS dashboards

View NPS in your dashboards and correlate that data to other information you’ve collected to paint a full picture of your customer experience. For example, if you want to know where you’re doing well, filter by promoters, then see how they scored in each section in your survey.

After a survey, it’s important to action all of your NPS respondents. Show appreciation to your promoters, pay more attention to your passives, and recover your detractors.

NPS dashboard

Get smarter about the way you measure feedback