NPS without the guesswork
· 4 min read
Net Promoter Score asks one question: how likely are you to recommend us, from 0 to 10?
The math
- Promoters answer 9–10.
- Passives answer 7–8.
- Detractors answer 0–6.
NPS = % promoters − % detractors, giving a number from −100 to 100.
Keep the denominator honest
Response rate is responses divided by eligible impressions. If you can't reliably count impressions — ad blockers, storage restrictions — say the rate is approximate rather than presenting false precision.
Don't over-survey
Cap prompts per person, never re-ask someone who already answered, and respect a dismissal. A smaller set of genuine answers beats a large set of annoyed ones.
Read the comments
The score tells you where you stand. The open-text follow-up tells you why. Always pair them.