Net Promoter Score (NPS) is customer loyalty indicator and measurement methodology. It has been created by Fred Reichheld, Bain & Company and Satmetrix.
Single choice question. Provided answers are presented horizontally. Respondent can select one value on the scale 0 - 10, 1 - 10, 0 - 5, 1 - 5 (depending on question settings).
Respondents that selected 9 - 10 (5, for scale 0 - 5) are called Promoters, people that selected values 7 - 8 (4, for scale 0 - 5) are called Passives, values above 7 (above 4, for scale 0 - 5) are called Detractors.
for reversed scale (descending)
Respondents that selected 0 - 1 (0, for scale 0 - 5) are called Promoters, people that selected values 2 - 3 (2,for scale 0 - 5) are called Passives, values above 3 (above 2, for scale 0 - 5) are called Detractors.
Results are presented on three bars (for Promoters, Passives, Detractors) additionally you will see NPS score, calculated according to the following formula :
Net Promoter Score (NPS) = (% Promoters) - (% Detractors).
NOTE. Passives are not taken into account during NPS calculation.
The bigger NPS value the better you are. It is assumed that 70% NPS is a good score. NPS question has been created to conduct Net Promoter Surveys. Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Scales for NPS questions
|Table for scales 0-10, 1-10 and reversed scales (descending)|
|Table for scales 0-5, 1-5 and reversed scales (descending)|
A - ascending, D - descending