Net Promoter Score - Scoring Logic

Net Promoter Score (NPS):

The NPS is a scoring model developed by Bain and Co. Consultant Frederick F. Reichheld. It is a widely-used model for measuring customer loyalty based on their inclination to tell others about their experience with the company or product. “Net Promoter” is a registered trademark of Satmetrix Systems. "Net Promoter" is a registered trademark of Satmetrix Systems

How does it work?

Respondents respond on a 0 -to- 10 point rating scale question: “How likely are you to recommend Company/Product to your friend/colleague?” 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 6 or lower

Where can I select the Scoring Model and see the Reports?

If you have included a Net Promoter Score question in your questionnaire, the scoring model will automatically be applied in the reports. However, the scoring model itself can also be applied to any Select One question type.

  • Login >> Surveys >> Reports >> Basic >> Dashboard
  • Survey Software Help Image
  • From the Dashboard, select the question to which you want to apply the NPS scoring model.
  • Click on the little gear icon in the upper right corner of the question window.
  • Survey Software Help Image

  • Select Custom Scoring Model from the left navigation.
  • In the Scoring Model drop-down, select Net Promoter Score.
  • Survey Software Help Image

  • Select the level you want to apply to each answer option, Promoter, Passive, or Detractor.
  • Click Save Scoring Model Values.
  • Survey Software Help Image
The report for the question will now update with the NPS scoring model applied.


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

Corporate Edition and above- Buy Now - $75/Month

Was this article helpful?
Sorry about that
How can we improve it?