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The NPS (Net Promoter Score) question type is used to measure customer loyalty and satisfaction using a standardized 0 to 10 scale.
It asks respondents how likely they are to recommend your product, service, or organization to others. Based on their answers, respondents are categorized into three groups: Promoters, Passives, and Detractors.
NPS is widely used by businesses to track customer experience, predict growth, and identify areas for improvement.
It helps you answer important questions like:
Are customers happy enough to recommend us?
Are we building long-term loyalty?
Is our customer experience improving over time?
Because it uses a standardized scale (0–10), NPS allows you to benchmark and compare results over time.
A common and recommended NPS question is:
“How likely are you to recommend our company to a friend or colleague?”
You can customize this slightly depending on your use case:
“How likely are you to recommend our product to others?”
“How likely are you to recommend our restaurant to a friend?”
“How likely are you to recommend our training program to colleagues?”
Keep the wording simple and neutral.
In the Survey Builder:
Click on the question type dropdown.
From the list of available question types, select NPS (0–10).
Once selected, the NPS scale from 0 to 10 will automatically appear in your question preview.
You can now edit the question text to fit your use case.
After editing the question, click Save.
That’s it — your NPS question is ready.
NPS is calculated based on how respondents score your question from 0 to 10.
Respondents are grouped into three categories:
Promoters (Score 9–10)
These are loyal customers who are likely to recommend you.
Passives (Score 7–8)
These are satisfied but not enthusiastic customers.
Detractors (Score 0–6)
These are unhappy customers who may discourage others from using your product or service.
To calculate your NPS score:
Calculate the percentage of Promoters.
Calculate the percentage of Detractors.
Subtract the percentage of Detractors from the percentage of Promoters.
NPS Formula:
NPS = % Promoters – % Detractors
The result will be a score between -100 and +100.
Example:
If 60% are Promoters and 20% are Detractors:
NPS = 60 – 20 = 40
An NPS of 40 is generally considered strong.
Always follow up your NPS question with an open-ended question such as:
“What is the main reason for your score?”
This gives you actionable insight.
Keep the question neutral — avoid leading language.
Use NPS consistently at key moments in your customer journey.
Track NPS over time instead of relying on one-time results.
When used correctly, it becomes one of your most important business health indicators.
