Loading...
  • Customer Experience
    Customer Experience
  • Employee Experience
    Employee Experience
  • Brand Experience
    Brand Experience
  • Product Experience
    Product Experience
  • Core XM
    Core XM
  • Design XM
    Design XM

Net Promoter Score® (NPS) Question

What's on This Page:


Was this helpful?


This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The feedback you submit here is used only to help improve this page.

That’s great! Thank you for your feedback!

Thank you for your feedback!


About Net Promoter Score® Questions

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:

A question asking respondents to rate their experience with Qualtrics, a scale form 0 to 10 horizontal beneath it

Setting Up Net Promoter Score®

For easy implementation, net promoter score® is built directly into Qualtrics as a question type. To ensure consistency with net promoter score® theory, the net promoter score® question type purposefully has limited editing options and is set at exactly 11 scale points.

To set up Net Promoter Score®

  1. Click the Add new question drop down.Adding a net promoter score® question with the Add new question button at the bottom right corner of a block
  2. Choose Net promoter score®.
  3. Click on the question text to replace [INSERT COMPANY NAME HERE] with the name of your company, product, or service.
    Renaming the company in the question text
Qtip: Net promoter score® allows up to three labels for the questions scale. By default, two of these—not at all likely and extremely likely—are already in place, but can be rewritten as needed. For standardization, we recommend sticking with the two default labels.

Calculating Net Promoter Score®

Net promoter® score divides respondents 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 respondents who are promoters and subtracting the percentage of respondents who are detractors.

Detractors are 0-6, Passives are 7 and 8, Promoters are 9 and 10. An equation stating Percent promoters minus percent detractors equals NPS

Qtip: If you want to analyze your NPS® score on a scale different than the one above, you’ll use bucketing to define the criteria for promoters, passives, and detractors.

Data Analysis

Once your responses have been collected, Qualtrics offers various ways you can analyze your response data. From the Reports tab, you can view aggregate data in pre-made reports as well as create your own reports from scratch. From the Data & Analysis tab, you can view and manage individual respondents’ data.

Visualizations

In the Results section of the Reports tab, there are five visualization types available for NPS® questions: simple table, bar chart, line chart, pie chart, and breakdown bar. The gauge chart is especially well-suited for displaying data from NPS questions. For more information on these visualizations please visit the linked visualization support pages.

In the Reports section of the Reports tab, all visualizations except the heat map and word cloud are compatible with NPS questions.

Downloaded Data Format

In the downloaded data set, a column is included for each net promoter score® question, listing the score given by each individual participant and the group that puts them in.

CSV of NPS data with a column for group and for exact scale value

NPS®, Net Promoter® & Net Promoter Score® are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.