(Net Promoter Score)
Add up the number of
responses provided for each
score.
Add up the total number of
responses provided for each
group.
Subtract the percentage of
Detractors from the
percentage of Promoters.
Ask Your Question
NPS comprises of a simple straight forward
question on whether the customer would recommend
you to theirfriends/family. This is measure on a scale
of 0-10, with 0 being not at all likely and 10 being very likely. This quantitative benchmark can be tracked overtime to measure
the extent to which customer like your brand or product.
Open-Ended Feedback
The NPS question can be followed up with
an optional open ended question to gauge the actual
reason for the user giving that particular score.
This will give you more in-depth details on what needs to be
changed in your business to make it better and
stay ahead of the competition.
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