Net Promoter Score runs on one question, how likely are you to recommend us from 0 to 10, plus one reason field that explains every point of movement. The extended bank below adds driver follow-ups that turn a bare number into a to-do list, along with the scoring math and the relationship-versus-transactional decision most teams skip.
The core two-question NPS
- Score: How likely are you to recommend us to a friend or colleague? (0 = not at all likely, 10 = extremely likely)
- Reason: What is the main reason for your score? (open text, kept short deliberately)
Scoring, refreshed in four lines
- 1.Count promoters: everyone answering 9 or 10.
- 2.Count detractors: everyone answering 0 through 6.
- 3.Ignore passives: 7s and 8s count toward neither side.
- 4.Subtract the detractor percentage from the promoter percentage; the gap is your NPS.
Driver follow-ups that explain the number
- Which single improvement would most increase your score? (asked when the score lands below 9)
- What do we currently do that you would miss most? (asked of promoters, so strengths get protected)
- How easy was it to get help when you needed it? (support driver, rated 1 to 5)
- How fair do our prices feel for the value received? (value driver, rated 1 to 5)
Relationship versus transactional NPS
| Relationship NPS | The brand overall | Twice a year | Board metrics and long-run trends |
| Transactional NPS | One interaction or purchase | Days after each touchpoint | Fixing specific journeys fast |
Templates to start from
Frequently asked questions
- What is a good Net Promoter Score?
- Any positive score means promoters outnumber detractors, which is healthy; sustained scores above roughly thirty are considered strong across many industries. Benchmarks vary widely by sector though, so track your own trend line quarter over quarter and compare against industry data only second.
- How often should we measure NPS?
- Relationship NPS suits twice-yearly measurement so the same customers are not over-surveyed, while transactional NPS rides individual interactions like purchases or support tickets. Running both simultaneously is common practice: relationship NPS steers overall strategy, while transactional NPS tunes specific journeys week to week.
- Does the 0 to 10 scale wording matter?
- Keep the standard eleven-point scale with anchored ends, because comparability with published benchmarks depends on it. Changing the range, dropping points, or reordering labels breaks the classification math separating promoters and detractors and invalidates trend comparisons across every wave you have run.
- Should passives be chased or ignored?
- Ignore them in the arithmetic, since the formula excludes 7s and 8s by design, but read their comments carefully. Passives sit one fixable annoyance away from promotion, and their written reasons frequently name the exact friction worth removing next quarter.
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