NPS question · Rating

Net Promoter Score (NPS) questions

The standard 0–10 “how likely are you to recommend us” question. Surveti works out the score and the promoter, passive and detractor split for you, and can ask each segment its own “why?”.

Available onFree & up· every plan
The NPS question as respondents see it on a laptop and a phone

Live demo

Answer it. Your answer joins the results.

This is the question your respondents get. Answer it and the chart beside it recalculates with your answer counted.

How likely are you to recommend Surveti to a friend or colleague?

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Not at all likelyExtremely likely

In action

The NPS question in action

NPS question in action · A respondent picks a 9, answers the promoter follow-up, and the score updates.
  1. 0:00A respondent sees the NPS question, with a 0 to 10 scale.
  2. 0:02They pick a 9. The follow-up for promoters opens.
  3. 0:05They type a short reason in the follow-up.
  4. 0:09The answer joins the results. The chart, the count and the score update.
  5. 0:12A 9 counts as a promoter, so promoters go up by one.

Every feature

Everything the NPS question can do

The standard question, plus the controls researchers reach for once the first wave is in.

On the respondent’s screenWhat people answering see and use.

LiveFree

Standard 0–10 scale

The 11-point likelihood scale, fixed so your scores stay comparable across waves and with published benchmarks.

LiveFree

Fits every screen

One row of 11 on desktop. On phones the row stays on one line with a large “8 out of 10” readout; on the narrowest screens or with large text it becomes a stacked list with the anchors inline.

LiveFree

Keyboard and screen reader

A labelled radio group. Arrow keys move and select; on one-question pages, number keys pick a score and Enter moves on.

Try it in the demo above: Tab into the scale, then use ← →.
LiveFree

Required, soft required or optional

Make the score mandatory, warn once before a skip with your own message, or leave it optional.

Response requirement menu set to Required, must answer to continue
LiveFree

Rich-text question

Bold, italics, colour, links and images in the question text, with the same toolbar as every question type.

LiveFree

Translated question and prompts

The question text and your custom follow-up prompts translate per survey language.

The scale’s anchor labels and the default follow-up prompts are in English.

The “why?” follow-upOne open-end that adapts to the score.

LiveFree

A follow-up per segment

Tick one box and a “why?” appears under the scale once a score is picked. Detractors, passives and promoters each get their own prompt, and you can rewrite any of them.

With auto-advance on, a question with the follow-up waits for Next.

Follow-up settings: the Ask a follow-up why checkbox and three prompt fields for detractors, passives and promoters
LiveFree

Good prompts by default

Leave a prompt blank and the default is used.

  • DetractorsWhat’s the main reason for your score?
  • PassivesWhat would it take to earn a higher score?
  • PromotersWhat do you value most?
LiveFree

Never blocks the survey

The follow-up is always optional for respondents, even when the score is required. Only the score is checked.

Segments, logic and distributionRoute, pipe and quota on the score.

LiveFree

Your own segment cutoffs

Pick “Detractors: 0 through N” and “Promoters: M through 10”. The editor keeps promoters above detractors and shows the passive range.

The Results tab, crosstab tables, tab books, trend, dashboards and report decks use your cutoffs.

Threshold menus: detractors 0 through 6, promoters 9 through 10, with the resulting ranges listed
LiveFree

Logic on the score

Show, skip or route later questions on the score with equals, greater or less than, “is between” and more. Write segments as ranges, such as “less than or equal to 6”.

The survey-level skip and branching panel is on Professional+.

LiveFree

Pipe the score

Insert the respondent’s 0–10 score into the text of later questions.

LiveFree

Quotas on score ranges

Cap or balance responses by score range, for example a promoter quota on “9 or higher”.

LiveFree

Runs wherever the survey runs

Share links, personal links, email campaigns, and iframe, popup or slide-in embeds. The scale adapts to the slide-in’s narrow width.

Email campaigns are on Solo+.

In the builder and your dataSet-up, data cleaning and automation.

LiveFree

Live preview

The editor renders the real respondent question with your cutoffs and follow-up, on desktop or phone.

LiveFree

Your own variable name

Set an export tag such as NPS and the columns become NPS and NPS_FOLLOWUP.

LiveFree

Import from Qualtrics or Excel

A Qualtrics QSF NPS question, or an NPS row in an Excel survey import, comes in as an NPS question.

LiveFree

Correct an answer

Edit a respondent’s score (0–10) and follow-up text from the respondent drawer when cleaning data.

LiveProfessional+

API and MCP

Create NPS questions through the public API or the MCP question tools.

Doesn’t apply to NPS: option randomisation, scale reversal and carry-forward. The 0–10 scale is fixed by convention, so its order never changes.

Build it

Add an NPS question

  1. 1

    Add the question

    In the builder, add a question and choose Net Promoter (NPS) as its type.

  2. 2

    Write the wording

    Keep “How likely are you to recommend … to a friend or colleague?”. Use Pipe in the toolbar to bring in an earlier answer.

  3. 3

    Check the segment cutoffs

    Detractors 0 through 6 and promoters 9 through 10 are the defaults. Change them only if your study uses a different standard.

  4. 4

    Turn on the follow-up

    Tick Ask a follow-up “why?” after the score. Leave a prompt blank to use the default, or write your own for each segment.

  5. 5

    Set the response rule

    In Question settings, choose required, soft required (warn once, then allow skipping) or optional.

  6. 6

    Preview on desktop and phone

    Live preview shows the question as respondents will see it, with your cutoffs and follow-up applied.

The NPS editor in the Surveti builder: detractor and promoter threshold menus, the follow-up checkbox with three segment prompts, and the live preview of the 0 to 10 scale
EditorCutoffs, the per-segment follow-up and Live preview in one place.

The data you get

One numeric score, plus the “why” in its own column

Each response stores the 0–10 score. Reports group answers into promoters, passives and detractors and compute the score as the percentage of promoters minus the percentage of detractors, from −100 to +100.

respondent_idQ1Q1_FOLLOWUP
47762a85-0001-4000-8000-0000000000010Reports were slow to load.
47762a85-0002-4000-8000-0000000000023I could not find what I needed.
47762a85-0003-4000-8000-00000000000310Our whole team picked it up right away.
47762a85-0004-4000-8000-0000000000049Clear, quick, and reliable.
47762a85-0005-4000-8000-0000000000058A few rough edges, otherwise solid.
47762a85-0006-4000-8000-0000000000068Works well enough.
47762a85-0007-4000-8000-0000000000078A few rough edges, otherwise solid.
47762a85-0008-4000-8000-0000000000087Works well enough.

Trimmed to the NPS columns. Every export also carries the standard respondent columns (source, timing, weight, tags and more).

Variable naming

The score takes the question’s position (Q1) or your own export tag. The follow-up adds _FOLLOWUP, so a tag of NPS gives NPS and NPS_FOLLOWUP.

Value labels

Numeric 0–10, scale measure. The endpoints are labelled in Excel and SPSS: 0 “Not at all likely”, 10 “Extremely likely”.

Missing answers

An unanswered question exports as an empty cell, which SPSS reads as system-missing.

Segments

Promoter, passive and detractor are worked out from the score in Results, crosstab tables, tab books, trend, dashboards and report decks, using the question’s own cutoffs. They aren’t a column in the export.

The follow-up text

Follow-up answers export as [OPEN_ENDED] unless you tick Include open-ended answers, as in the sample above.

Weighting

Weighted exports carry a weight column, and the SPSS syntax sets WEIGHT BY weight. The scores themselves are never changed.

Charts & analysis

The score, the split, and how it moves

NPS is charted for you wherever results appear. Tab books add the score and segment nets by any banner, and trend shows which changes are real.

Surveti Results card for the NPS question: a score of +23 from 100 responses, with a bar split into detractors 21%, passives 35% and promoters 44%
ResultsThe signed score, the three segments and the base, using the question’s own cutoffs.

Where it charts

  • ResultsScore and segment bar
  • DashboardNPS gauge and KPI tile
  • Report deckPDF and PPTX, on a schedule
  • Client portalResults, report, dashboard

Analysis that applies

  • Tab books

    Research Team

    Every NPS table starts with a Net Promoter Score row, promoter, passive and detractor nets labelled with their ranges, and the mean, across any banner. Significance letters mark nets that differ between columns. Exports to Excel.

  • Trend

    NPS by week, month or quarter, with the change from the previous period and, on Professional+, a flag when that change is statistically significant.

  • Report snapshots

    Compare a deck with an earlier snapshot. On Professional+, NPS movement is called out only when it passes a significance test corrected for multiple comparisons.

    Reports

  • Crosstabs

    Solo+

    Put NPS in a crosstab to see the 0–10 distribution and the mean by any banner, with significance letters on the mean (Professional+). For the score row and segment nets, use tab books.

    Crosstabs

  • Weighting

    Weights carry through to Results, crosstabs, tab books, dashboards and decks. NPS can also be one of your rim-weighting variables.

  • Key drivers

    Set NPS as the outcome and see which other questions move with it most.

A Surveti tab book table for the NPS question by region: the 0 to 10 distribution, then promoter, passive and detractor nets, the Net Promoter Score row and the mean, with significance letters under the columns that differ
Tab booksNPS row and segment nets, with significance letters on the nets.
The Surveti trend panel for the NPS question by month: a line chart of the score over four months above a table of responses, score and change from the previous month, with a significance marker on the changes that pass the test
TrendEach period’s change against the one before.

How Surveti compares

NPS across the common survey tools

NPS capabilities in Surveti, SurveyMonkey, Qualtrics, Typeform and Google Forms, as of 23 October 2026
CapabilitySurvetiSurveyMonkeyQualtricsTypeformGoogle Forms
Dedicated NPS question typeyesEvery planyes1Fixed wordingpaid15, 18Not on the free accountyes22no300–10 linear scale only
Score and segments calculated for youyesyes1yes15yes23no32
Custom promoter and detractor cutoffsyesResults, crosstab tables, tab books, trend, dashboards, report decksno1Fixed 0–6 / 9–10partial15Bucketing in analysisno22no30
Different “why?” prompt per segment, in the questionyesDefaults built inpartial1Logic to separate questionspartial15, 21Separate question + logicpartial22Branching to separate questionsno31
Logic on the scoreyesScore ranges, incl. “is between”yes1, 10By group; Standard+partial17, 21Per-value conditionsyes22, 27no31Linear scale can’t branch
SPSS export with value labelsyesEndpoints labelled · Professional+paid2, 12yes18NPS labels not documentedno26no32
NPS score or segments in crosstabs, significance-testednoTab books test the segment nets (Research Team)no4, 6NPS not a crosstab typepaid16, 18Tests on group percentagesno23, 24no32
NPS trend over timeyesSignificant changes flagged (Professional+)yes1, 7paid15, 18Dashboardsyes23no32
NPS question on a free planyesunclear13Basic plan not confirmedno18unclear27Plan not statedno30Free, but no NPS type
As of 23 Oct 2026, from each vendor’s public help pages and pricing.yespartialpaidunclearno

Partial means possible only with a documented workaround; paid means built in on paid tiers or licences only; unclear means the vendor’s docs don’t settle it. Alchemer, QuestionPro and SurveySparrow were also reviewed: QuestionPro offers a custom scoring model for segments, and SurveySparrow asks each segment a different follow-up.

Sources (21)
  1. [1] SurveyMonkey: Net Promoter Score. https://help.surveymonkey.com/en/surveymonkey/create/net-promoter-score/ · accessed 23 Oct 2026
  2. [2] SurveyMonkey: SPSS exports. https://help.surveymonkey.com/en/analyze/spss-exports · accessed 23 Oct 2026
  3. [4] SurveyMonkey: Crosstabs. https://help.surveymonkey.com/en/surveymonkey/analyze/crosstabs/ · accessed 23 Oct 2026
  4. [6] SurveyMonkey: Statistical significance. https://help.surveymonkey.com/en/analyze/significant-differences/ · accessed 23 Oct 2026
  5. [7] SurveyMonkey: Data trends. https://help.surveymonkey.com/en/surveymonkey/analyze/data-trends/ · accessed 23 Oct 2026
  6. [10] SurveyMonkey: Individual pricing. https://www.surveymonkey.com/pricing/individual/ · accessed 23 Oct 2026
  7. [12] SurveyMonkey: Plan details. https://www.surveymonkey.com/pricing/details/ · accessed 23 Oct 2026
  8. [13] SurveyMonkey: Free vs paid plans. https://www.surveymonkey.com/product/free-vs-paid-plans/ · accessed 23 Oct 2026
  9. [15] Qualtrics: Net Promoter Score question. https://www.qualtrics.com/support/survey-platform/survey-module/editing-questions/question-types-guide/specialty-questions/net-promoter-score/ · accessed 23 Oct 2026
  10. [16] Qualtrics: Cross tabulation overview. https://www.qualtrics.com/support/survey-platform/data-and-analysis-module/cross-tabulation/cross-tabulation-overview/ · accessed 23 Oct 2026
  11. [17] Qualtrics: Using logic. https://www.qualtrics.com/support/survey-platform/edit-survey/more-edit-survey/using-logic/ · accessed 23 Oct 2026
  12. [18] Qualtrics: Free accounts. https://www.qualtrics.com/support/survey-platform/managing-your-account/trial-accounts/ · accessed 23 Oct 2026
  13. [21] Qualtrics Community: NPS category via embedded data (search excerpt). https://community.qualtrics.com/survey-platform-54/how-can-i-create-an-embedded-field-with-the-nps-category-detractors-passive-promoter-18489 · accessed 23 Oct 2026
  14. [22] Typeform: How to run an NPS campaign. https://help.typeform.com/hc/en-us/articles/4418779919508-how-to-run-an-nps-campaign · accessed 23 Oct 2026
  15. [23] Typeform: Results summary. https://help.typeform.com/hc/en-us/articles/360029577071 · accessed 23 Oct 2026
  16. [24] Typeform: Smart Insights. https://help.typeform.com/hc/en-us/articles/44393511518100 · accessed 23 Oct 2026
  17. [26] Typeform: Export responses. https://help.typeform.com/hc/en-us/articles/360029253572 · accessed 23 Oct 2026
  18. [27] Typeform: Pricing. https://www.typeform.com/pricing/ · accessed 23 Oct 2026
  19. [30] Google Forms: Question types. https://support.google.com/docs/answer/7322334?hl=en · accessed 23 Oct 2026
  20. [31] Google Forms: Go to section based on answer. https://support.google.com/docs/answer/141062?hl=en · accessed 23 Oct 2026
  21. [32] Google Forms: View and download responses. https://support.google.com/docs/answer/139706?hl=en · accessed 23 Oct 2026

What’s different here

All of it on the free plan

The NPS question, its score and segments, the per-segment follow-up, custom cutoffs and logic on the score work on every plan, including Free.

The “why?” is part of the question

Tick one box and detractors, passives and promoters each get their own follow-up, with ready-made prompts you can rewrite. No extra questions or branching to wire up.

Your cutoffs, carried through

Set promoters at 8–10 for a study that needs it, and the Results tab, crosstab tables, tab books, trend, dashboards and report decks all classify answers the same way.

Built for the thumb

On phones the 0–10 row stays on one line, with a large “9 out of 10” readout above it because the thumb covers the cell it taps. On the narrowest screens or with large text, it becomes a stacked list.

SPSS that opens ready

A numeric 0–10 variable with labelled endpoints, the follow-up as its own text variable, your own variable name, and WEIGHT BY set when you export weighted. SPSS export is on Professional+.

Movement you can trust

Trend flags the period-to-period changes that are significant, tab books test the segment nets, and report snapshots call NPS movement only when it passes the test. Significance testing is on Professional+.

When to use it

Use NPS for loyalty you can trend

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 wording

“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.
  • Turn on the follow-up so every score comes with a reason.
  • Keep the standard 0–6 and 9–10 cutoffs if you plan to compare with published benchmarks.
  • 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.

Accessibility

Usable without the mouse or the screen

A real radio group

The 11 scores are one radio group, so screen readers announce each choice and whether it’s selected.

Endpoints in the names

0 is read as “0, Not at all likely” and 10 as “10, Extremely likely”, so nobody relies on the left-to-right layout.

Keyboard first

Arrow keys move through the scale and select as they go, wrapping at the ends. On one-question pages, number keys pick a score and Enter moves on.

Room for large text

On phones every cell stays at least 24px wide (WCAG 2.2 target size). With large text or 200% zoom, the scale switches to a full-width list.

Use it in

Templates and solutions that use NPS

Template

Customer Satisfaction (CSAT)

NPS with satisfaction scales and open feedback.

Template

Post-Purchase Feedback

A short check-in right after a customer buys.

Template

Employee Engagement Survey

Employee NPS alongside engagement and satisfaction.

Solution

Customer feedback

CSAT, NPS and CX programmes with dashboards and scheduled decks.

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, a number between −100 and +100. With 44% promoters and 21% detractors, NPS is +23. Surveti computes it for you on the Results tab.

Can I change which scores count as promoters and detractors?

Yes. Each NPS question has its own detractor and promoter cutoffs, and the Results tab, crosstab tables, tab books, trend, dashboards and report decks use them. Keep the standard 0–6 and 9–10 if you want to compare with published benchmarks.

What’s a good NPS follow-up question?

Ask each segment something different. Surveti’s defaults are “What’s the main reason for your score?” for detractors, “What would it take to earn a higher score?” for passives and “What do you value most?” for promoters. Turn the follow-up on in the question and rewrite any prompt. Answering it is always optional, and the text exports in its own column.

How do I compare NPS across segments like region or plan?

Use a tab book (Research Team). Each NPS table shows the score, promoter, passive and detractor nets and the mean for every banner column, with significance letters on the nets. In Crosstabs (Solo+), NPS shows its 0–10 distribution and mean by any banner.

How do I track NPS over time?

Open trend on the NPS question and group responses by week, month or quarter. Each period shows its score, the change from the period before, and, on Professional+, a flag when that change is statistically significant.

Why does my NPS jump around so much?

With a small base, a few responses swing the promoter-minus-detractor math a long way. Report the score with its sample size and read the trend over several periods rather than a single reading.

What does NPS data look like in an export?

One numeric column with the 0–10 score, endpoints labelled in Excel and SPSS (SPSS export is on Professional+), plus a follow-up text column when the follow-up is on. The segment isn’t a separate column; recode 0–6, 7–8 and 9–10 in your own tool, or read the split from Surveti’s reports.

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