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NPS Table (360)

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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.

NPS table displayed in a subject report

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:

Example of a NPS question in a survey

Although the original concept is customer-centered, it is easy to translate to employee experience. For example, the question can instead become something like,

Example of NPS question in a survey

Calculating NPS®

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.

NPS score calculations: 0-6 (Detractors), 7-8 (Passives), 9-10 (Promoters)

Compatible Questions

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:

  • to be Multiple Choice, Single Answer.
  • 11 choices, from 0 to 10.
  • for the recode values to be changed from 0 to 10. For example, instead of the first choice valuing 1, set it equal to 0.