NPS

NPS (Net Promoter Score) asks: "How likely are you to recommend us to a friend or colleague?" on a 0–10 scale. SurveyKar automatically classifies responses into three groups and calculates your NPS:

• Detractors (0–6) — unhappy customers who may discourage others.
• Passives (7–8) — satisfied but unenthusiastic.
• Promoters (9–10) — loyal advocates.

NPS = % Promoters − % Detractors

NPS scores range from −100 to +100. A positive score is generally considered good; above +50 is excellent.

When to use it

Use NPS when:

• you want a standardised, benchmarkable loyalty metric
• you are tracking relationship health over time (quarterly NPS, post-onboarding NPS)
• you need a single number that summarises customer sentiment for executive reporting

How to configure it

Open the question in the builder and expand Settings:

• Question text — you can customise the wording, but keep it close to the standard for valid benchmarking.
• Low label — label for 0, e.g. "Not at all likely".
• High label — label for 10, e.g. "Extremely likely".
• Required — force a selection before the respondent can continue.

Tips

Tip — Always follow your NPS question with an open-ended follow-up: "What is the most important reason for your score?" The verbatim reasons are where the real insight lives — the number alone tells you that there is a problem, not what it is.

Warning — Do not relabel or rescale the NPS question. NPS benchmarks are built on the exact 0–10 wording. If you change the scale (e.g. to 1–10 or 1–5), your score cannot be compared to any published industry benchmark.