When to use it
- You want a single loyalty metric you can benchmark and trend.
- You need a number stakeholders already recognize and track.
- You’re pairing the score with an open-ended “why” to explain movement.
- You’re measuring relationship or transactional sentiment over time.
When to reach for something else
- You need diagnostic detail on specific attributes — use a rating matrix.
- Your sample is tiny — the promoter-minus-detractor math gets volatile.
- You want general satisfaction, not likelihood-to-recommend — use a rating scale.
Sample question
“How likely are you to recommend Surveti to a friend or colleague? (0 = Not at all likely, 10 = Extremely likely)”
Best practices
- Keep the canonical 0–10 scale and “recommend” wording so scores stay comparable.
- Always follow with an open-ended “What’s the main reason for your score?”
- Label the endpoints clearly — 0 “Not at all likely,” 10 “Extremely likely.”
- Report the score with its base size; small samples swing hard.
- Track the trend, not a single reading — NPS is most useful as a line over time.
Data & reporting
Each response stores the 0–10 value. Reports classify responses into promoters (9–10), passives (7–8), and detractors (0–6), then compute the score as the percentage of promoters minus the percentage of detractors — a number from −100 to +100 — alongside the counts in each band.
Accessibility
The 0–10 options render as a labeled radio group operable by keyboard, with each number and its endpoint labels exposed to assistive technology so respondents aren’t relying on the visual left-to-right scale.
Compared to SurveyMonkey
Both compute NPS from the 0–10 question; Surveti shows the promoter/passive/detractor breakdown and the score live, and lets you crosstab it by segment in the same view.
Frequently asked questions
How is the Net Promoter Score calculated?
Responses split into promoters (9–10), passives (7–8), and detractors (0–6). The score is the percentage of promoters minus the percentage of detractors, giving a number between −100 and +100. Surveti computes this automatically.
Should I add a follow-up question?
Yes. Pair the 0–10 rating with an open-ended “What’s the main reason for your score?” The verbatim answers are what make the number actionable rather than just a headline.
Why does my NPS jump around so much?
With a small base, a few responses swing the promoter-minus-detractor math a long way. Always report the score with its sample size and read the trend over several waves rather than a single reading.