The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others.

Your customers are surveyed on one single question created in your Survey Builder. Respondents are asked to rate on an 11-point (0-10) scale the likelihood of recommending your company to a friend or colleague (you have the options to phrase this question however you’d like). Based on their rating, customers are then classified in 3 categories: promoters, passives, and detractors.

Promoters are loyal, enthusiastic fans. They provided a score of a 9 or 10. They love your product or service and are more likely to remain customers, increase their purchases over time and recommend your company to family and friends.

‘Passives’ gave a score of 7 or 8. These customers are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your products or services to actually promote them.

‘Detractors’ gave a score lower or equal to 6. They are not particularly thrilled by the product or the service and likely won’t purchase again.This interaction could potentially damage the company’s reputation through negative word of mouth.

All the data is then used to calculate your overall NPS by subtracting the percentage of customers who are detractors from the percentage who are promoters. This leaves us with a score between -100 and 100.

The average of all of your feedback results in a certain time frame is what is shown within your Company Trends page found in your “Trends” menu in your main navigation.

Each piece of feedback on the Stream will also show the NPS score for that specific interaction from the customer.