Net Promoter Score (NPS) Survey

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What is Net Promoter Score

Net Promoter Score (NPS) is a popular customer loyalty metric that evaluates the likelihood of a consumer repurchasing from a company or referring the brand to their friends or family. Organizations calculate NPS score by conducting regular net promoter score survey using nps software.An NPS survey has a single question to measure customer loyalty: “On a scale of 0 to 10, how likely are you to recommend our brand to a friend or colleague?” The answers to this survey is broadly categorized into:

Detractors(0 to 6)

Unhappy customers who can potentially damage the company’s reputation.

Passives(7 to 8)

Satisfied customers who may switch to a competitor’s offering, if given the opportunity.

Promoters(9 to 10)

Loyal customers who would continue to buy and promote.

Related Blog: What is Net Promoter Score

How to Calculate NPS

NPS is calculated by subtracting the percentage of ‘Detractors’ from the percentage of ‘Promoters’.

Calculating NPS Score is as easy as 1, 2, 3. Here’s an example: Say you’ve sent out your net promoter survey using our tool to 500 users and have received 250 responses in return.

60 respondents shared detractor score (0 – 6)
90 respondents gave passive score (7 – 8)
100 respondents gave promoter score (9 – 10)

After you have tallied up the number of scores for every range, it’s time to find out the overall percentage of both promoters and detractors.

For the promoters, you’ll want to divide promoters by the total number of responses received (i.e. 250) and multiply by 100.

You’ll arrive at 0.4 or 40% when converted into a percentage. Similarly, for your detractors, you’ll arrive at 24%.Next, you will subtract your percent of detractors (24%) by your percentage of promoters (40%) to get your total Net Promoter Score of 16.

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Create Your NPS Survey in 4 Simple Steps

Build your NPS survey in minutes with ProProfs template library

1

Pick an NPS survey templateDevelop a Plan

2

Add an optional follow up question

3

Customize with your logo, brand colors

4

Share as a link, email or embed on website

Pick an NPS survey templateDevelop a Plan

Add an optional follow up question

Customize with your logo, brand colors

Share as a link, email or embed on website

Why Use ProProfs NPS Survey Software

Easily Create Surveys

Choose from over 100+ survey templates. Drag and drop questions from our library, images & more to ready your survey in minutes.

Customization & Branding

ProProfs Survey Maker offers tons of ways to personalize your survey. Add your own logo, background image, colors, themes to make your survey your own.

Automatic Distribution & Scoring

With automatic distribution and scoring, do not miss out on any of your customer responses. Easily collect and segment nps scores to spot promoter, passive, and detractor customers.

Intuitive Dashboard & Analytics

Track your NPS survey results with daily, weekly and monthly reports

View feedback ratings for your surveys and gain valuable insights on what your brand associates think about you. Get insights on detractors, passives and promoters with organized reports. See the overall response of your stakeholders & further improve it.

View daily, weekly and monthly reports
Get visual insights with graphs and charts
Individual data on detractors, passives and promoters

Close NPS Survey Loop with Integrations

Integrate your NPS survey with your favorite tools and collect real-time feedback

Connect With Sibling ProProfs Tools

Connect Survey with ProProfs Help Desk & track all your follow-on communication with respondents.

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Health Licensing Coordinator, Nebraska Department of Human and Health Services

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Frequently Asked Questions

What is NPS software?

NPS is a key customer service metric that helps you identify your loyal customers. An NPS survey relies on a single question, “How likely will you recommend our company to your friends and family?”. In response, your customers rate you on a scale from (0-10), which gives the the percentage or number of loyal customers, while also revealing how many are passives and detractors.

Why is NPS important?

The NPS score gets you a clear picture of who is happy using your products or services and who isn’t. By segmenting promoters, passives, and detractors, you can come up with unique business strategies and grow your business

How do I calculate my NPS?

Calculating NPS is easy. Based on the net promoter scores, your customers can be divided into three categories:

1) Promotors: Promoters are happy with your products or services. They give you a score between (9-10).
2) Passives: Passives are neither happy nor unhappy with your products or services. They give you a score between (7-8).
3) Detractors:Detractors are unhappy with your products or services. They give you a score between (0-6).

After obtaining the above scores, NPS can be calculated using the formula NPS = (% Promoters) - (% Detractors)