Net Promoter Score Question

What is the Net Promoter® Score (NPS)?

The NPS is a scoring model developed by Bain & Co. consultant Frederick F. Reichheld. It asks respondents to respond on a 0 to 10 point rating scale question. The answer options are arranged horizontally. The scale is then divided into three sections:

  • Promoters – Users who gave a 9 or a 10
  • Passive – Users who gave a 7 or 8
  • Detractor – Users who gave a score between 0 and 6

The system will then calculate the aggregate responses of each of the three categories as well as the “Net Promoter Score” (calculated as Promoters minus the Detractors).

How can I add a Net Promoter® Score type question to my survey?

  • Click on Login » Surveys » Edit Survey
  • Click the Survey Software Help Image button to add a question.
  • Select Net Promoter Score from under Advanced Question Types.
  • Enter in the text for the question.
  • Click Save Question.

A 0 -to- 10 point rating scale is automatically added.

Survey Software Help Image

The report will contain a red-yellow-green chart showing the distribution of Detractors, Passives, and Promoters, with the Net Promoter Score at the top of the chart. You can also see the details of the distribution as a bar chart for the Promoters, Passives, and Detractors.


License & Access Options

This feature/tools described here are available with the following license(s) :

  • Corporate Edition – Buy Now – $899/year
    • Unlimited Surveys, Questions, Responses
    • Advanced Toolset and Features
    • No Long Term Commitment