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An NPS Score question is used to measure customer loyalty and likelihood to recommend. NPS stands for Net Promoter Score. It is based on one simple question: how likely someone is to recommend your product, service, or experience to another person, usually on a scale from 0 to 10.
This question type is widely used because it gives you a quick way to understand overall customer sentiment and loyalty. It helps you see whether respondents are enthusiastic about your offering, undecided, or dissatisfied.
In Enquete, the Analysis section breaks NPS results down into a clear score, category totals, and visual charts so you can understand both the final result and the response pattern behind it.
NPS groups responses into three categories:
Promoters (9–10)
These are highly satisfied respondents who are likely to recommend you to others.
Passives (7–8)
These respondents are fairly satisfied, but not enthusiastic enough to be considered loyal promoters.
Detractors (0–6)
These respondents are unhappy or not fully satisfied, and they may be less likely to recommend you.
The NPS score itself is calculated using this formula:
NPS = % of Promoters - % of Detractors
The final score can range from -100 to +100.
A positive score generally means you have more promoters than detractors. A negative score means detractors outnumber promoters.
At the top of the analysis view, Enquete displays the main NPS Score.
In this example, the score is -50.0 and is marked as Needs Improvement.
This is the headline result of your NPS question. It gives you an immediate view of overall loyalty and recommendation strength.
A score of -50.0 means the survey received significantly more detractors than promoters. This is a strong signal that many respondents were not satisfied enough to recommend the treatment.
Below the main score, Enquete shows how respondents are divided across the three NPS categories.
In this example:
Promoters (9–10): 2 responses = 20.0%
Passives (7–8): 1 response = 10.0%
Detractors (0–6): 7 responses = 70.0%
This breakdown is important because the NPS score alone does not tell the full story. The category view shows exactly where your respondents fall and helps you understand what is driving the final result.
In this case, the score is low because the percentage of detractors is much higher than the percentage of promoters.
The Category Distribution chart gives you a visual breakdown of Promoters, Passives, and Detractors.
This chart helps you quickly see which group is dominant. It is especially useful when presenting results to others, because it simplifies the three-category distribution into an easy visual summary.
In this example, the largest portion of the chart is Detractors, which confirms that most respondents gave a low recommendation score.
The Score Distribution chart shows the exact scores selected by respondents across the 0 to 10 scale.
This chart is useful because two NPS surveys can have the same final score but very different response patterns. Looking at the score distribution helps you understand whether low scores are clustered at the bottom, spread across the middle, or balanced by some strong positive ratings.
In this example, most responses are concentrated in the detractor range, with fewer responses in the promoter range. This confirms that the low NPS result is not caused by one isolated score, but by a broader negative response pattern.
On the chart area, Enquete provides a three-line menu icon. This allows you to download chart data or visuals for use outside the platform.
Depending on the chart, this menu can be used to export the result in formats such as:
PNG
CSV
SVG
This is useful when you want to include NPS charts in reports, presentations, or team discussions.
NPS is not the average of all scores. This is very important.
Instead, it is calculated by subtracting the percentage of detractors from the percentage of promoters.
Using the example shown:
Promoters = 20.0%
Detractors = 70.0%
So:
20.0 - 70.0 = -50.0
That gives the final NPS score of -50.0.
Passives are included in the response total, but they do not directly affect the formula. They matter because they show how many respondents are neutral or unenthusiastic, but they are not added to or subtracted from the final score.
To interpret NPS results properly, start with the overall score, then examine the category breakdown and score distribution together.
A high positive NPS usually means respondents trust your offering, had a strong experience, and are willing to recommend it. This can indicate satisfaction, loyalty, and potential word-of-mouth growth.
A low or negative NPS suggests there are issues affecting the respondent experience. It means too many people are leaving with an impression that is not strong enough to support recommendation.
In this example, the score of -50.0 shows that the experience is underperforming. Since 70.0% of respondents are detractors, the result suggests that many people were disappointed, unconvinced, or dissatisfied with the treatment experience.
When analysing NPS, do not stop at the final number. Always ask:
Are detractors dominating the result?
Are passives too high, showing weak satisfaction?
Are promoters too few, meaning loyalty is limited?
Are the low scores clustered in one range or spread across many values?
This gives you a more accurate understanding of what the score actually means.
NPS is most useful when you use it as a decision-making signal, not just as a number on a dashboard.
You can use NPS to:
measure overall customer loyalty
track changes in satisfaction over time
compare experiences across teams, clinics, products, or locations
identify whether improvements are increasing recommendation likelihood
flag areas that need urgent attention when detractors are high
For example, if you run NPS surveys regularly after treatment, support, onboarding, or purchase, you can track whether your experience is improving or getting worse over time.
You can also compare NPS across segments. For example:
new vs returning customers
one clinic location vs another
one treatment type vs another
one customer group vs another
This helps you identify where loyalty is strongest and where it is weakest.
NPS benchmarks vary by industry, but in general:
Below 0 usually means improvement is needed
Above 0 is generally positive
Above 30 is often considered strong
Above 50 is often considered very strong
Above 70 is usually exceptional
These are general guidelines only. The most useful comparison is often your own trend over time. A score that improves from -20 to +10 may be more meaningful for your business than comparing yourself to a broad industry average.
When analysing an NPS question, pay attention to:
the final NPS score
the percentage of promoters, passives, and detractors
whether detractors clearly outweigh promoters
how responses are distributed across the full 0 to 10 scale
whether the score reflects a one-time issue or a repeated pattern
whether certain segments or time periods perform better or worse
Also remember that NPS tells you how respondents feel overall, but it does not explain why on its own. To understand the reasons behind a low or high score, it is often best to combine NPS with follow-up questions such as open text feedback.
NPS becomes even more useful when analysed alongside other question types.
For example:
use Single Choice or Multiple Choice questions to identify which part of the experience influenced the score
use Open Text questions to understand why respondents gave a low or high rating
compare NPS with satisfaction, support, wait time, or treatment quality questions to find the strongest drivers
This turns NPS from a simple metric into a more actionable customer insight tool.
