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 that chose 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 take a 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.

Table of contents:

  1. How is the score calculated?

  2. Follow up with Detractors, Passives, and Promoters

  3. Troubleshooting

  4. Best practices

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 score 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 Promoters from the percentage of Detractors.

For instance, in our example above, 53.9% of respondents gave a score of 9 or 10, and 30.8% rated between 1 to 6.

The calculated result is 23, because:

NPS = 53.9% - 30.8% = 23.1%

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 take advantage of survey skip 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.

Troubleshooting

I have responded to my survey but I don't see the NPS score 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 question 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 score 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 score calculation? Continue reading our blog: NPS Calculation: How to Calculate the Net Promoter Score (NPS)

📞 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

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