Net Promoter Score® (NPS) Surveys can be used to predict business growth, ensuring you have a healthy relationship with customers who are likely to recommend your product to others. The Net Promoter Score® is calculated by subtracting the percentage of customers who answer the NPS® question with a 6 or lower, known as Detractors, from the percentage of customers who answer with a 9 or 10, known as Promoters.
This article covers creating an NPS® survey and viewing NPS®-specific results from your NPS® survey.
How to create an NPS® survey
On your Surveys page, click New survey and select the Create NPS® survey creation method.
You can also access the NPS® Survey creation flow using a Survey template. The survey will contain pre-filled details that you can customize.
Add to or edit the existing NPS® questions.
Modify the remaining steps in the survey creation flow to meet your needs.
See our How to Create a Survey article for more details on each survey creation step. You can also visit our Types of Surveys articles to learn about the appearance and behavior of each survey type.
Once your NPS® Survey has been responded to, you can view the survey responses, and your Net Promoter Score® calculation.
Viewing your NPS® survey results
Specific to the NPS® survey type is the ability to view how your Net Promoter Score® tracks over time, an overall Net Promoter Score® scale, a breakdown of results by NPS® rating, and a respondent breakdown of Detractors, Passives, and Promoters. To learn more about your survey responses, results, and performance outside the NPS®-specific results, visit our Understanding Your Survey Responses and Results article.
See it in action
Check out this example of how an External Link NPS® Survey will look when sent to customers.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.