NPS question lets you measure brand loyalty by asking how likely your customers are to recommend your company to a friend or colleague.
This question allows for choosing only one answer between 0 and 10. Respondents who answer between 0 and 6 are Detractors, those who answer between 7 and 8 are Passives, and respondents who choose answer 9 or 10 are Promoters.
In this article, you'll learn:
how do we calculate and display the results from an NPS question
how you can follow up with the Detractors to learn about their experience
how to reach out to Promoters to ask them to leave a review of your product.
Feel free to look at our comprehensive guide to NPS surveys to learn more about the benefits of NPS surveys, what is a good NPS, and how to proceed after collecting results.
You can also quickly learn how to calculate NPS from our video 📽️
How is the score calculated?
Survicate automatically calculates your NPS, and you can see it updated after each new survey response in the Analyze tab of your survey. You'll see the percentage of votes that each answer option received, the number of responses for all three respondent groups, and how many respondents answered this question in your survey.
You can also see how your NPS changes over time. You can display results by Day, Week, Month, Quarter, or Year.
💡To calculate the Net Promoter Score, we subtract the percentage of Detractors from the percentage of Promoters.
For instance, in our example above, 48.8% of respondents gave a score of 9 or 10, and 28.2% rated between 1 and 6. The calculated result is 21 because:
NPS = 48.8% - 28.2% = 20.6%
and we round the score to the nearest integer.
📌 It's a common misperception that passives don't have any effect on the NPS results; however, since the overall score is calculated using the percentage, passives do influence the total number of results, hence the percentage of the calculation.
Follow up with Detractors, Passives, and Promoters
If you'd like to learn more about why someone answered as a Detractor or invite Promoters to leave a review for your product in the App Store or Google Play Store, you can use survey logic.
With this feature, you can decide to direct respondents based on their choice in the NPS question to different follow-up questions or Thank you messages.
Alternatively, if you would like to send a follow-up regardless of the respondent's answer, you can add a comment field and, optionally, add a Comment title to provide context for what you’d like them to address in the comment.
❗️Adding a comment field is not available in Intercom messenger surveys.
Troubleshooting
I have responded to my survey, but I don't see the NPS updated in the Analyze tab
After submitting your survey response, please refresh the browser tab with the Analyze tab. You should see the updated results then.
Best practices
Modify the NPS question to fit in with your brand
Adjust the text on the very left and right to add customized messages or translate the questions to run surveys in different languages.
Send responses as tags or attributes
You can enable integration with the tool you use, and pass your survey responses back to user profiles to use them later on in targeting campaigns!
Calculate the overall NPS from your surveys
If you're running many NPS surveys, feel free to use our Free NPS Calculator to check what score you are receiving from all of the respondents.
Want to dig deeper into NPS calculation? Continue reading our blog: NPS Calculation: How to Calculate the Net Promoter Score (NPS)
See our video to check how to follow up with unsatisfied customers:
📞 If you have any questions about analyzing NPS question results - feel free to reach out to our team via chat or e-mail: support@survicate.com
Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.