Prevent churn. Understand what drives customer loyalty with NPS

Net Promoter Score is a method for measuring customer loyalty. This is done by asking customers one central question: "How likely are you to recommend us to a friend or colleague?" Respondents give a score from 0 to 10, which categorizes them as detractors (0-6), passives (7-8), or promoters (9-10). The final NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

A Net Promoter Score (NPS) is measured on a scale from 0 to 10, where respondents are categorized into three groups: Detractors (negative) with scores from 0-6, Passives (neutral) with scores from 7-8, and Promoters (potential ambassadors for your organization) with scores from 9-10. To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. This calculation results in a score ranging from -100 to +100. Is your score higher than 30? Find out with our NPS software. We calculate and visualize the scores for you, including the ability to drill down to the individual level.

Sign up and choose a ready-made NPS template or add your own desired questions, add your branding and preferred settings, and click publish.

With NPS, you gain insight into how loyal your customers are and how likely they are to recommend your company. This helps you identify areas for improvement and strengthen customer relationships. A high NPS indicates satisfied customers who are more likely to return and generate positive word-of-mouth. A low NPS may indicate structural issues that need attention.

The core question of an NPS survey is fixed. For example: "How likely are you to recommend us to a friend or colleague?" You can complement this question with open-ended questions such as: "What is the main reason for your score?" and "What can we improve to optimize your experience?" By strategically using these questions, you collect valuable insights for growth and improvement.