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Net Promoter Score (NPS)

The Net Promoter Score (NPS) question is a powerful tool to gauge customer loyalty by asking how likely respondents are to recommend your brand, product, or service to others.

NPS Builder View

How it works​

Respondents are asked to rate their likelihood on a scale of 0 to 10, where:

  • 0–6: Detractors (Unhappy customers)
  • 7–8: Passives (Satisfied but unenthusiastic customers)
  • 9–10: Promoters (Loyal enthusiasts)

This segmentation helps you identify gaps in experience and focus on actionable improvements.

Customization Options​

PollPe gives you full control over how your NPS question appears:

  • Mandatory Toggle: Make the question required or optional.
  • NPS Feedback Rating: Show/hide automatic segmented color-coded feedback.
  • Segmented Options: Automatically color-label Detractors (red), Passives (yellow), and Promoters (green).
  • Left & Right Labels: Customize the labels to add context like “Not likely at all” and “Extremely likely”.
  • Proceed Button Text: Customize the CTA (e.g., “Next”, “Continue”).
  • Follow-up Feedback by Score: Automatically ask different open-ended questions based on the respondent's NPS rating—e.g., ask promoters what they love, passives how you can improve, and detractors what disappointed them.

Best Practices​

  • Keep the question phrased neutrally to avoid leading responses.
  • Use the optional description field for clarity, such as: “Your feedback helps us improve. Please answer honestly.”
  • Follow up NPS with an open-ended text question to understand the reason behind the score.

When to Use NPS​

NPS is most effective when you want to:

  • Measure customer satisfaction and brand loyalty
  • Benchmark performance over time
  • Identify potential churn or brand advocates

Formatting Tip​

PollPe allows text formatting in your NPS question. Highlight key parts of your question using bold, italic, or hyperlinks.

Need help analyzing your NPS data? Check out Understanding Survey Analytics.

Respondent Preview​

Respondents will see a score scale from 0 to 10, with visual indicators for promoters, passives, and detractors. Follow-up questions can appear based on the score.

User Preview – Net Promoter Score Field

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