The NPS® Question

The Net Promoter Score® question, which the NPS survey is built on is the standardised metric that businesses and other organisations can use to measure customer satisfaction.

It’s based on the idea that the key indicator of satisfaction with your company, product or service is whether a customer will recommend a friend, family member, or colleague to use or purchase it.

This is achieved by asking your customer the following NPS question – with the wording of the question being consistent for all respondents in the sample – and having them rate their response on a scale of 1 to 10.

How likely is it that you would recommend [our company] [our product] [our service] to a friend or colleague?

Those answering between 1 and 6 will be labelled “detractors”, those between 7 or 8 “neutral” and those answering 9 or 10 as “promoters”.

The responses are then collated and calculated to give an overall score. Depending on the size of your survey sample there are two common ways of doing this:

  1. Using a simple manual calculation, for surveys where you only have a small number of responses to the question
  2. Using an Excel formula, for any survey with a larger data set, where the score would be time consuming to calculate manually

Our guide to calculating your Net Promoter Score goes into this in more detail, however SmartSurvey users can also benefit from our Net Promoter Score survey software. This includes a built-in NPS question and will collect data that’s automatically processed to show you the correct score via our reporting tools.

More about NPS

Get started with NPS

To get started capturing NPS responses, sign up to SmartSurvey or speak to our sales team.

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

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