{"id":23543,"date":"2022-08-29T13:07:38","date_gmt":"2022-08-29T13:07:38","guid":{"rendered":"https:\/\/refiner.io\/docs\/?post_type=knowledgebase&#038;p=23543"},"modified":"2025-08-04T14:32:22","modified_gmt":"2025-08-04T14:32:22","slug":"net-promoter-score-nps","status":"publish","type":"knowledgebase","link":"https:\/\/refiner.io\/docs\/kb\/question-types\/net-promoter-score-nps\/","title":{"rendered":"Net Promoter Score (NPS)"},"content":{"rendered":"\n\n\n<h2 class=\"wp-block-heading\">What is NPS?<\/h2>\n\n\n\n<p>The Net Promoter Score (NPS) is a widely recognized metric used to measure customer loyalty and gauge how likely your customers are to recommend your product or service to others. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"501\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/05\/Screenshot-2022-05-03-at-16.29.11-1024x501.png\" alt=\"\" class=\"wp-image-22856\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/05\/Screenshot-2022-05-03-at-16.29.11-1024x501.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/05\/Screenshot-2022-05-03-at-16.29.11-800x391.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/05\/Screenshot-2022-05-03-at-16.29.11-768x375.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/05\/Screenshot-2022-05-03-at-16.29.11.png 1260w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>In an NPS survey, respondents answer a single, standardized question:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>On a scale of 0 to 10, how likely are you to recommend our service to a friend or colleague?<\/p>\n<\/blockquote>\n\n\n\n<p>If you want to learn everything there is to know about NPS, we&#8217;ve published a <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">detailed NPS guide<\/a> on our blog.<\/p>\n\n\n\n<p>In Refiner, you can add an NPS question to any survey and access detailed visualizations of the results, making it an ideal <a href=\"https:\/\/refiner.io\/solutions\/nps\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS survey solution<\/a> for SaaS businesses and mobile apps.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How NPS is calculated<\/h2>\n\n\n\n<p>Respondents are then grouped into three groups: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Detractors (0\u20136)<\/strong> &#8211; Customers who are unlikely to recommend your service and may even discourage others from using it.<\/li>\n\n\n\n<li><strong>Passives (7\u20138)<\/strong>  &#8211; Customers who are satisfied but not enthusiastic enough to actively promote your brand.<\/li>\n\n\n\n<li><strong>Promoters (9\u201310)<\/strong> &#8211; Loyal customers who are highly likely to recommend your service and contribute to positive word-of-mouth.<\/li>\n<\/ul>\n\n\n\n<p>The <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/#What_is_an_NPS_Score_and_How_to_Calculate_it\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoters Score is calculated<\/a>. by subtracting the percentage of Detractors from the percentage of Promoters:<\/p>\n\n\n\n<pre class=\"EnlighterJSRAW\" data-enlighter-language=\"raw\" data-enlighter-theme=\"\" data-enlighter-highlight=\"\" data-enlighter-linenumbers=\"\" data-enlighter-lineoffset=\"\" data-enlighter-title=\"\" data-enlighter-group=\"\">NPS = % Promoters \u2013 % Detractors<\/pre>\n\n\n\n<p>The resulting score ranges from -100 (all Detractors) to +100 (all Promoters).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customize NPS question<\/h2>\n\n\n\n<p>As mentioned above, the NPS methodology is based on a standardized question. However, as with all survey questions in Refiner, you have full control over the wording and customization options.<\/p>\n\n\n\n<p>You can adjust the question text, add contextual information, customize the color palette and scale labels, include a banner image, and choose whether the question is required or optional.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-1024x1024.png\" alt=\"\" class=\"wp-image-27454\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-1024x1024.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-800x800.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-150x150.png 150w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-768x768.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31-600x600.png 600w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-16.22.31.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Visualizing NPS results<\/h2>\n\n\n\n<p>NPS results are presented in Refiner with clear, customizable <a href=\"https:\/\/refiner.io\/docs\/kb\/charts\/nps-timeline-chart\/\">NPS Timeline Chart<\/a>.<\/p>\n\n\n\n<p>The NPS Timeline Chart is automatically added to the <a href=\"https:\/\/refiner.io\/docs\/kb\/reporting\/ad-hoc-dashboards\/\">ad-hoc dashboard<\/a> of your survey. You can also add NPS Timeline Charts to any of your <a href=\"https:\/\/refiner.io\/docs\/kb\/reporting\/custom-dashboards\/\">custom dashboards<\/a>. As with all other dashboard charts, you can filter responses by user segment, survey and tags.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"392\" src=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-1024x392.png\" alt=\"\" class=\"wp-image-27388\" srcset=\"https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-1024x392.png 1024w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-800x306.png 800w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-768x294.png 768w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-1536x588.png 1536w, https:\/\/refiner.io\/docs\/wp-content\/uploads\/2022\/08\/Screenshot-2025-08-04-at-11.17.05-2048x784.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h2 class=\"wp-block-heading\">Other ways to use NPS in Refiner<\/h2>\n\n\n\n<p>In addition to visualizing NPS response data in the NPS Timeline Chart as described above, you can also<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Segment NPS results by user attributes (e.g., subscription plan, region, or lifecycle stage).<\/li>\n\n\n\n<li>User <a href=\"https:\/\/refiner.io\/docs\/kb\/survey-editor\/logic-jump\/\">Logic-Jumps<\/a> to ask personalized follow-up questions to uncover the reasons behind a rating.<\/li>\n\n\n\n<li>Send team alerts based on NPS scores<\/li>\n\n\n\n<li>Trigger integrations and automated workflows based on NPS scores<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>What is NPS? The Net Promoter Score (NPS) is a widely recognized metric used to measure customer loyalty and gauge how likely your customers are to recommend your product or service to others. In an NPS survey, respondents answer a single, standardized question: On a scale of 0 to 10, how likely are you to [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/docs\/kb\/question-types\/net-promoter-score-nps\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","template":"","knowledgebase_tag":[],"class_list":["post-23543","knowledgebase","type-knowledgebase","status-publish","hentry","knowledgebase_cat-question-types"],"featured_image_urls_v2":{"full":"","thumbnail":"","medium":"","medium_large":"","large":"","1536x1536":"","2048x2048":"","ab-block-post-grid-landscape":"","ab-block-post-grid-square":"","gb-block-post-grid-landscape":"","gb-block-post-grid-square":""},"post_excerpt_stackable_v2":"<p>What is NPS? The Net Promoter Score (NPS) is a widely recognized metric used to measure customer loyalty and gauge how likely your customers are to recommend your product or service to others. In an NPS survey, respondents answer a single, standardized question: On a scale of 0 to 10, how likely are you to recommend our service to a friend or colleague? If you want to learn everything there is to know about NPS, we&#8217;ve published a detailed NPS guide on our blog. In Refiner, you can add an NPS question to any survey and access detailed visualizations of&hellip;<\/p>\n","category_list_v2":"","author_info_v2":{"name":"Moritz Dausinger","url":"https:\/\/refiner.io\/docs\/author\/user\/"},"comments_num_v2":"0 comments","acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Net Promoter Score (NPS)<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/docs\/kb\/question-types\/net-promoter-score-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Net Promoter Score (NPS)\" \/>\n<meta property=\"og:description\" content=\"What is NPS? 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