NPS settings

The Net Promoter Score (NPS) is a metric used to gauge customer satisfaction and loyalty. It measures the willingness of customers to recommend a company's products or services to others.

To calculate the NPS, customers are asked a single question: "On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?" Based on their responses, customers are categorized into three groups:

  1. Promoters (score 9-10): These are loyal customers who are likely to recommend the company to others.

  2. Passives (score 7-8): These customers are satisfied but not enthusiastic. They are less likely to actively promote the company.

  3. Detractors (score 0-6): These customers are unhappy and may potentially harm the company's reputation through negative word-of-mouth.

The NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters). A positive score indicates more promoters than detractors, while a negative score indicates the opposite.

Manage your NPS settings


Send NPS notification at:

This will send a notification to all everyone asking them to complete the NPS feedback

Enavle NPS encouragment video

If enabled, an encouragement video (based on the NPS score) will be displayed after the users gives an NPS score, which improves the number of feedback that is given.

(Virtual platform only setting)

Vimeo ID for a NPS promotor video

Vimeo ID for a NPS neutral video

Vimeo ID for a NPS detractors video

Extra form URL

A page to this URL will be opened after the user answered the NPS question, so you can get more info

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