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 Create and select the Create NPS® survey creation method.
Or on an existing Survey page, click New survey and select Create NPS®.
You can also access the NPS® Survey creation flow using a Survey template. The survey will contain pre-filled details that you can customize.
In the Create step, add to or edit the existing NPS® questions.
Work through the Design, Target, and Review steps to customize your survey's appearance, set your targeting conditions, and configure notification settings.
See How to Create a Survey for details on each 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 Results article.
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.