{"id":44448,"date":"2023-07-13T05:42:56","date_gmt":"2023-07-13T05:42:56","guid":{"rendered":"https:\/\/www.proprofssurvey.com\/blog\/?p=44448"},"modified":"2026-01-19T08:43:35","modified_gmt":"2026-01-19T08:43:35","slug":"net-promoter-score-survey","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/net-promoter-score-survey\/","title":{"rendered":"Net Promoter Score: The Ultimate NPS Survey Guide for Growth"},"content":{"rendered":"

\u201cLoyalty cannot be blueprinted\u2026it is a force which leaps into being only when conditions are exactly right for it – and it is a force very sensitive to betrayal.\u201d \u2013 Maurice Franks<\/span><\/i><\/p>\n

With the majority of a business\u2019s revenue depending on how loyal its customers are, brand loyalty is a metric one can seldom afford to go without measuring regularly. Till now, Net Promoter Score has remained the best way to do it.<\/span><\/p>\n

Before delving into it, let\u2019s see how brand loyalty works.<\/b><\/p>\n

If you search for the best earpods in the market, chances are, you\u2019d find Apple in the top recommendations. There are numerous brands offering similar items, and yet, Apple\u2019s launch creates a buzz that draws in even the one unversed in its merchandise to make a purchase.<\/span><\/i><\/p>\n

The result? The brand acquires a new customer base as well as an active promoter<\/span><\/i>.<\/span><\/p>\n

NPS is the yardstick that measures exactly what percentage of your customers are likely to act as your promoters, remain passive, or actively detract from your brand reputation by speaking negatively about you.<\/span><\/p>\n

In this guide, we\u2019ll explore NPS in detail \u2013 what it is, how it\u2019s measured, the various types of NPS surveys<\/a>, as well as expert-driven tips on improving your NPS score for a more successful business.<\/span><\/p>\n

The path to customer loyalty starts here, so let\u2019s dive in and unleash the power of NPS surveys together!<\/span><\/p>\n

<\/span>What is Net Promoter Score (NPS)?<\/strong><\/span><\/h2>\n

Net Promoter Score (NPS) is a gold standard customer loyalty metric that measures the willingness of customers to recommend a brand, product, or service to others.<\/span><\/p>\n

It is based on a simple question: “On a scale of 0-10, how likely are you to recommend [brand\/company] to a friend or colleague?”<\/b><\/p>\n

To understand NPS, let’s break it down into three key components:<\/span><\/p>\n

Promoters<\/b>: Customers who respond with a rating of 9 or 10 are considered promoters. These individuals are highly satisfied with their experience and are enthusiastic about recommending the brand to others. <\/span>Promoters are crucial for driving positive word-of-mouth and are likely to become loyal, repeat customers.<\/p>\n

Passives<\/b>: Customers who respond with a rating of 7 or 8 fall into the passive category. They are generally satisfied but not overly enthusiastic or likely to actively promote the brand.\u00a0 <\/span>Passives may continue using the product or service but are more susceptible to competitive offers.<\/p>\n

Keep in mind that customers may be at different stages of their journey. It’s important to identify the points where you can transform passive customers into enthusiastic promoters by offering value to them.<\/span><\/p>\n

Detractors<\/b>: Customers who respond with a rating of 0 to 6 are detractors. These individuals are dissatisfied or had a negative experience and are more likely to share their negative opinions with others.<\/span><\/p>\n

Detractors need particular care while tending to because they can potentially harm a brand’s reputation and customer acquisition efforts.\u00a0<\/span><\/p>\n

It may be disheartening, but remember, they are also your biggest opportunity to learn where you can improve and get ahead!<\/span><\/p>\n

\"What<\/p>\n

Read More – How to Turn Your Detractors into Promoters<\/a><\/b><\/div>\n

<\/span>How to Calculate Net Promoter Score<\/strong><\/span><\/h2>\n

Calculating Net Promoter Score (NPS) involves a simple formula that uses the percentage of promoters and detractors among survey respondents. Here’s a step-by-step guide to calculating NPS:<\/span><\/p>\n

a. Collect survey responses<\/b>: Distribute an NPS survey that includes the key question: “On a scale of 0-10, how likely are you to recommend [brand\/company] to a friend or colleague?” Ensure that respondents provide a numerical rating.<\/span><\/p>\n

b. Categorize respondents<\/b>: Segment survey respondents into three groups based on their ratings:<\/span><\/p>\n

Promoters: Those who rate 9 or 10<\/span><\/p>\n

Passives: Those who rate 7 or 8<\/span><\/p>\n

Detractors: Those who rate 0 to 6<\/span><\/p>\n

c. Calculate percentages<\/b>: Determine the percentage of respondents in each category by dividing the number of respondents in that category by the total number of respondents and multiplying by 100.<\/span><\/p>\n

d. Calculate NPS<\/b>: Subtract the percentage of detractors from the percentage of promoters. The formula is:<\/span><\/p>\n

NPS = % Promoters – % Detractors<\/span><\/p>\n

For example:<\/strong><\/p>\n

Let’s say you received 200 survey responses, with 120 promoters (rating 9 or 10) and 40 detractors (rating 0 to 6). The calculation would be as follows:<\/span><\/p>\n

Percentage of Promoters<\/b> = (120 \/ 200) * 100 = 60%<\/span><\/p>\n

Percentage of Detractors<\/b> = (40 \/ 200) * 100 = 20%<\/span><\/p>\n

NPS<\/b> = 60% – 20% = 40<\/span><\/p>\n

In this example, the NPS would be 40, indicating a positive NPS score.<\/span><\/p>\n

The higher the NPS, the more positive the customer sentiment and likelihood of customer recommendations.<\/b><\/p>\n

The NPS score can also be calculated using a 5-point scale. In this case, customers are asked to rate their likelihood of recommending a business on a scale of 1-5, with 1 being “Not at all likely” and 5 being “Extremely likely.” The NPS score is then calculated by subtracting the percentage of customers who gave a rating of 1 or 2 from the percentage of customers who gave a rating of 4 or 5.<\/span><\/p>\n

Watch: How to Calculate Net Promoter Score<\/strong><\/p>\n