Net Promoter Score Question Type

Calculating your Net Promoter Score will help you measure customer loyalty to your brand. You can do this by asking one simple question: " How likely are you to recommend us to a friend or colleague?"

Net Promoter Score Question

Customers will choose a rating from 0 to 10 (Not at all Likely - Extremely Likely) and will be grouped into three categories based on their rating.

  • Those who select between 0 and 6 are Demoters (red).
  • Those who select either 7 and 8 are Passives (orange).
  • Those who select either 9 or 10 are Promoters (green).

Analyzing Net Promoter Score

Your NPS is automatically calculated by us. Your score and number of Demoters, Passives and Promoters is compiled into a graph for you. You will also be able to view the number of responses for each point in the scale, from 0 to 10.

How is NPS calculated?

To calculate your Net Promoter Score, your percentage of Detractors is subtracted from your percentage of Promoters. The resulting number is your NPS score and will be between -100 and +100.

Filtering by NPS

You'll be able to filter your report by responses from Promoters, Passives and Demoters. Allowing you to create separate reports for each customer group, meaning you can compile actionable feedback to improve the experience for each group.

  1. Go to your Results
  2. Click Filters/ Comparisons in the sidebar
  3. Click 'Add Filter'
  4. Filter by 'Question'
  5. Select your NPS question
  6. Tick the boxes for each group
  • Tick 0 to 6 to create a report for your Detractors.
  • Tick 7 and 8 to create a report for your Passives
  • Tick 9 and 10 to create a report for your Promoters

You will need to copy your report and follow these steps in each to create separate reports for each group.

Compare data sets by NPS

You can also compare the results from Promoters, Passives and Detractors in the same report.

Create a comparison group for Detractors

  1. Go to your Results
  2. Click Filters/ Comparisons
  3. Click 'Add Comparison'
  4. Select your NPS question
  5. Tick the boxes from 0 to 6

Create a comparison group for Passives

  1. Go to your Results
  2. Click Filters/ Comparisons
  3. Click 'Add Comparison'
  4. Select your NPS question
  5. Tick the boxes for 7 and 8

Create a comparison group for Promoters

  1. Go to your Results
  2. Click Filters/ Comparisons
  3. Click 'Add Comparison'
  4. Select your NPS question
  5. Tick the boxes for 9 and 10

You will now see 4 charts/ graphs for each question in your report:

  • All data
  • Detractors
  • Passives
  • Promoters

Open the Filters/ Comparison tab and click the tick next to the 'All data' view to hide this in your results. Then you will only see the comparisons for each of your NPS customer groups.