Net Promoter Score - Scoring Logic

The NPS is a scoring model developed by Bain and Co. Consultant Frederick F. Reichheld. It is a widely-used model for measuring customer loyalty based on their inclination to tell others about their experience with the company or product. “Net Promoter” is a registered trademark of Satmetrix Systems. "Net Promoter" is a registered trademark of Satmetrix Systems

Respondents respond on a 0 -to- 10 point rating scale question: “How likely are you to recommend Company/Product to your friend/colleague?” The scale is then divided into three sections:

• Promoters – Users who gave a 9 or a 10
• Passive – Users who gave a 7 or 8
• Detractor – Users who gave a 6 or lower

If you have included a Net Promoter Score question in your questionnaire, the scoring model will automatically be applied in the reports. However, the scoring model itself can also be applied to any Select One question type.

• Login >> Surveys >> Reports >> Basic >> Dashboard

• From the Dashboard, select the question to which you want to apply the NPS scoring model.
• Click on the little gear icon in the upper right corner of the question window.



• Select Custom Scoring Model from the left navigation.
• In the Scoring Model drop-down, select Net Promoter Score.



• Select the level you want to apply to each answer option, Promoter, Passive, or Detractor.
• Click Save Scoring Model Values.

The report for the question will now update with the NPS scoring model applied.