The Net Promoter Score® (NPS) step lets you ask participants the standard NPS question and automatically calculates your score, broken down into Detractors, Passives, and Promoters. No need to export your data and calculate it manually.
How NPS scoring works
NPS is based on a single question: “How likely are you to recommend us to a friend or colleague?” Participants respond on a scale of 0 to 10, and their answers are grouped into three categories:
Promoters (9 to 10): Loyal enthusiasts who will keep buying and refer others.
Passives (7 to 8): Satisfied but unenthusiastic. Vulnerable to competitive offerings.
Detractors (0 to 6): Unhappy participants who can damage your brand through negative word of mouth.
Your overall NPS score is calculated as the percentage of Promoters minus the percentage of Detractors. Passives are not included in the calculation. The score ranges from -100 to +100.
Example: if you have 175 responses where 32% are Promoters and 60% are Detractors, your NPS would be -28.
Adding an NPS question to your study
Open your study and go to the Build tab.
Click Add step.
Select Net Promoter Score® (NPS) from the Marketing section of the step list.
The step is pre-configured with the standard NPS settings:
The question is prefilled with “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?” You can edit this if needed.
The lower label is set to “Not likely at all” and the upper label to “Extremely likely.” Both are editable. There is also an optional middle label you can fill in.
How it works for participants
Participants see the NPS question displayed as a 0 to 10 numerical scale, just like a standard rating scale step. The experience is identical from the participant’s perspective.
Viewing your NPS results
Your NPS results appear on the Summary page with two views:
Breakdown tab (default): Shows a bar chart with the range of scores from 0 to 10. Detractor scores (0 to 6) are shown in red, Passive scores (7 to 8) in grey, and Promoter scores (9 to 10) in green. Above the chart, you will see the overall NPS score and the percentage of participants in each group.
Timeline tab: Shows a line chart tracking your NPS score over time. You can group the data by weeks, months, quarters, or years. A horizontal line marks 0 on the chart for reference. By default, the chart displays the timeframe from your first response to now. You can use the summary page filters to change the time range.
Viewing individual responses
Each individual response shows the participant’s score along with whether they are classified as a Detractor, Passive, or Promoter. The response data table also includes this classification next to each score.
Additional options
Click Options on the step to access this setting:
Make required: Participants must complete this step before continuing.
Conditional logic, filtering, and export
The NPS step supports the same conditional logic rules as the rating scale step:
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Tips for getting good results
Place the NPS question early in your study before detailed questions that might prime participants to think more critically.
Follow up with an open text question asking why they gave the score they did. This helps you understand the reasoning behind the numbers.
Track your NPS over time using the Timeline tab. A single score is useful, but the trend tells you whether things are improving.
If you are comparing NPS across different audiences or segments, consider running separate studies for each group.
Next steps
For a general-purpose scale without the NPS scoring, use a rating scale. To review response recordings, head to viewing responses.