-- Net Promoter ™ Score
One score. The whole relationship.
Track promoters and detractors with a single, well-researched question, and turn the answer into a number you can benchmark, trend, and act on - company wide or team by team.
-- the ultimate question
how likely are you to recommend us?
NPS is measured by asking that one question, then scoring responses on a 0-10 scale.
Your Net Promoter ™ Score is simply the percentage of promoters (9-10) minus the percentage of detractors (0-6). It's a number you can compile and track regularly- for a whole company, or for each product, or team.
The 11-point scale avoids the confusion of a 1-10 scale and gives enough range that respondents don't default to a flat "satisfactory" score.
-- Who's answering
Three groups, three very different trajectories
Promoters (9-10)
Loyal, enthusiastic, and far more likely to stay and spend more over time. They drive more than 80% of referrals in most businesses.
Passive (7 to 8)
Satisfied for now. Repurchase and referral rates run as much as 50% lower than promoters', and a competitor's ad can pull them away.
Detractors (0 to 6)
Account for more than 80% of negative word of mouth, with high churn rates that quietly erode reputation and morale.
--Two Survey Types
Relational vs. Transactional
Relational NPS runs on a regular cadence (quarterly or annually) to get a periodic pulse on how customers feel overall- useful for year-to-year benchmarking. Transactional NPS goes out right after an interaction, like a purchase or support call, to surface feedback on something specific. Most organizations benefit from using both.
--Beyond The Whole Company
What you can measure with NPS
Track scores for individual products, stores, web pages, or staff members. It's also used to measure employee sentiment (eNPS) - though we recommend a full engagement survey alongside it, since a single question can flag a problem but won't tell you where to fix it.
-- READY WHEN YOU ARE
Start Measuring Your NPS
We'll help you set up relational and transactional NPS tracking that's built to trend over time, not just a one-off snapshot.