Add the NPS block to your survey: the question “On a scale of 0 to 10, how likely are you to recommend us?”, with your own labels at both ends.
Reading the answers
- 9 and 10: promoters.
- 7 and 8: passives.
- 0 to 6: detractors.
NPS = % of promoters − % of detractors. It ranges from −100 to +100.
Where do I find the figures?
Mailpro shows the distribution of ratings and the average. For the NPS score, add up the percentages for 9 and 10, then subtract those for 0 to 6; the Excel export gives you all the ratings to do it in a single formula.
Understanding a low rating
With a condition, “What disappointed you?” only appears after a rating from 0 to 6: show a question based on the answer.
Applied to your teams, this is eNPS: “Would you recommend our organization as an employer?”. See employee satisfaction.
In detail: scales, stars and NPS · customer satisfaction questionnaire.
Mailpro forms, surveys and quizzes
Measure how likely your customers are to recommend you
NPS, stars, scales and matrices, with charts and Excel export.