NPS Survey - Net Promoter Score

Measure your customer's loyalty with one simple question

NPS research - example
NPS survey - mobile example

Get to know your customers, who are the promoters and detractors of your business

A simple question will tell you a lot about your customers and your business, NPS questions look like:

How likely are you to recommend our product/services to a friend or colleague?

The answer is a scale between 0 - 10. Where 0 means "Not at all likely" and 10 "Extremely likely".

Net Promoter Score (NPS) was proposed by Fred Reicheld, author of "Ultimate Question" and promoted by SatMetrix. NPS predicts the likehood of customer coming back to your business or referring your business to a friend. NPS survey is no a replacing customer satisfaction survey but it's providing a valuable metric for your business.

Net Promoter Score divide your customers into 3 groups: "Promoters", "Destructors" and "Passives". It's important to have as many "Promoters" as you can and eliminate "Destructors".

How we calculate Net Promoter Score

NPS methodology is based on one question. On a scale from 0 to 10 customer predicts how likely he repurchases your services/product or refers it to his friend. People who rate 0-6 are known as "Destructors", those who rate 7-8 are named "Passives" and those who rate 9-10 are the "Promoters".

NPS metrics: Promoters, Destructors, and Passives

The NPS is calculated by subtracting a percentage of "Destructors" from a percentage of "Promoters". The results is a value between -100 and 100. A positive score is a good score and score greater than 50 is a very good score.

Circle Surveys is taking care of this calculations, so you don't need to do any extra calculations.

NPS results - Net Promoter Score

On the image above you can see an example of NPS score for 100 responses, where Promoters are 65%, Passives 23% and Destructors 12%. Results is a subtract of Destructors and Promoters: 53.

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