About NPS Tables
The NPS table calculates the Net Promoter® Score and the number of Promoters, Passives, and Detractors based off of the responses to a survey question.
For general Table Options and customization, see the Tables Overview page.
Understanding the Net Promoter® Score
Net Promoter® Score, commonly referred to as NPS®, is a customer loyalty metric that gauges how willing a customer is to recommend a product or service. Developed by Fred Reichheld, founder of Bain & Company’s Loyalty Practice, Net Promoter® Score is now used as an alternative or supplement to customer satisfaction measurement in thousands of organizations around the world.
In its most simple form, Net Promoter® Score can be described with one simple question:
Although the original concept is customer-centered, it is easy to translate to employee experience. For example, the question can instead become something like,
Net Promoter® Score divides participants into three categories based on the scale point they selected:
- Promoters (scale points 9 and 10): Promoters are your customers who are loyal and enthusiastic about your organization and will continue buying and referring others.
- Passives (scale points 7 and 8): Passives are generally satisfied customers, but lack the enthusiasm of Promoters. This group is vulnerable to competitive offerings and not immune to defection.
- Detractors (scale points 0 through 6): Detractors are often unhappy and can diminish your brand through negative word of mouth.
Net Promoter® Score is derived by taking the percentage of participants who are Promoters and subtracting the percentage of participants who are Detractors.
In order to get the best results out of the NPS table, you need to set up a question that conceptually matches an NPS question.
The question will need: