How To Calculate Net Promoter Score: 14 Useful Survey Question Examples

Customer satisfaction is not always evident in the data that businesses track. Often, it can be a tricky concept to determine since not everyone speaks up when you can’t meet their expectations. For example, some of your customers might stick around out of convenience, despite not being thrilled with your service or product.

To get a better perspective on how happy your customers really are and find out the areas for improvement, successful companies use the Net Promoter Score (NPS).

In this article, we are going to cover the definition of Net Promoter Score, how to calculate it as well as 14 useful NPS survey question examples and more! So, without further ado, let’s begin!

Find Out Your Employee NPS Within Microsoft Teams

There is an easier way of measuring your eNPS! All you have to do is use Teamflect within Microsoft Teams and you’ll have access to valuable data that can help you transform your business!

What Is Net Promoter Score?

Commonly known as NPS, Net Promoter Score, is a metric used to measure customer loyalty. This concept was originally developed by Bain and Company in 2003 and it has become an essential method for businesses to assess how well they are perceived by their customers.

Net Promoter Score offers an easy method to measure customer sentiment and it helps companies distinguish between positive and negative feedback.

To measure customer sentiment, you can present your customers with a single question survey. The survey results are reported with a number that ranges between -100 to +100. As you can guess, higher scores are more valuable.

Net Promoter Score revolves around this straightforward question below:

Customer Net Promoter Score

A higher NPS score means that you have better customer loyalty and satisfaction. By using this method, you can measure your overall customer sentiment and pinpoint the areas for improvement.

On top of that, tracking your Net Promoter Score over time and comparing it to industry benchmarks will help you make informed decisions to improve customer experience and it will create business growth.

Employee Net Promoter Score (eNPS)

The Employee Net Promoter Score (eNPS) helps you measure how satisfied your employees are. It’s about finding out if your employees would recommend your company to potential employees as a great place to work.

With this metric you can capture a snapshot of loyalty, employee engagement, and your overall workplace happiness.

To measure Employee Net Promoter Score, you slightly modify the question that measures customer sentiment:

“On a scale from 0 to 10, how likely are you to recommend our company as a place to work?”

By categorizing employees into different groups according to their level of satisfaction and enthusiasm you will be able to make improvements to create a happier and engaged workforce.

A positive Employee Net Promoter Score is a good sign and it shows that your workforce is eager to endorse your organization. On the flip side, if you have a negative eNPS, you need to address issues that affects employee morale to build a more positive work environment.

How to Measure Net Promoter Score

Finding the Number of Promoters, Passives, and Detractors

Once you ask the question: “On a scale from 0 to 10, how likely are you to recommend us to friends, colleagues, or business associates?” and collect the answers, you will find your customers fall into one of the three categories:

1. Promoters: These people are your brand’s biggest fans and they are more likely to buy from you in the future. On top of that, they are enthusiastic to be your brand ambassador. These customers give a solid 9 or 10 to your NPS survey questions.
2. Passives: Passives give scores of 7 or 8. They might stick around, but they are open to switching to a competitor and they won’t go out of their way to promote your brand to others.
3. Detractors: Detractors provide scores ranging from 0 to 6. These customers aren’t happy about your product/company/service and can potentially spread the word about their dissatisfaction.

To calculate your Net Promoter Score, subtract the percentage of detractors from the percentage of promoters. If everyone dislikes your service, this is the worst-case scenario, your score would be -100, and if everyone loves your service, it would be 100.

But in the real world, NPS scores are not that extreme. Passives are included in the calculation as well and they nudge the score closer to the middle ground.

How to Calculate Net Promoter Score

If a company surveys 100 of its customers, and the responses show 70 promoters, 20 passives, and 10 detractors, you can calculate their Net Promoter Score with:

Calculate the percentage of each group:

• Promoters = (70 / 100) x 100 = 70%
• Passives = (20 / 100) x 100 = 20%
• Detractors = (10 / 100) x 100 = 10%

Apply the NPS formula:

• Company NPS = %Promoters – %Detractors
• Company NPS = 70% – 10% = 60

In the scenario above, the company’s NPS is 60 and it shows that majority of their customers are promoters, and the company have a positive customer sentiment.

How to Conduct eNPS Surveys inside Microsoft Teams

Conducting NPS surveys among your employees is one of the best ways to measure employee loyalty and satisfaction levels. It is a more analytical alternative to the standard employee engagement survey formula.

As is the case with any survey, using survey software that is integrated into your communication and collaboration platform is the best possible answer. For Microsoft Teams users, the best option would be to go with Teamflect.

Teamflect allows you to conduct eNPS surveys inside Microsoft Teams in only a few clicks. All you have to do is:

• Go to Teamflect’s “Surveys” module.
• Click “New Survey”.
• Select the “Employee NPS Survey” template that comes preset.

Once you send the template out to your employees, all that is left to do is to wait for them to complete the surveys which they will receive in the form of adaptive cards inside Teams chat.

Once a survey has been completed, you can view detailed survey results with an automatically calculated total NPS score, as well as the option to generate a survey report using AI. The AI survey report can also be used to compare two surveys to each other.

While the total NPS score is always important, the real goldmine is in the answers to the second question where your employees explain just why they opted to be promoters, passives, or detractors.

You can start using Teamflect to conduct eNPS surveys in your organization by clicking the button below! Teamflect is completely free with full functionality for up to 10 users. No time limits. No feature limitations. No signing up.

Dig Deeper Into Your NPS

To gain a deeper insight, you can follow up the NPS question by asking about the reasons behind the customer’s score. The follow-up can include asking about their experiences with customer service, specific products, or other services.

When you ask these additional questions, you can understand which areas need your attention and what’s affecting your Net Promoter Score positively or negatively.

You can make your analysis more objective by using rating scale questions for the follow-up. This will help you identify the areas for improvement to create a better customer experience.

Net Promoter Score Question Examples

4. Service NPS Question

“On a scale of 0 to 10, how likely are you to recommend our customer service to a friend or colleague?”

• Follow-up Question for Promoters: “What specific aspects of our customer service stood out to you and contributed to your positive experience?”
• Follow-up Question for Passives: “Is there anything specific that, if improved or addressed, would make your experience with our customer service more satisfactory?”
• Follow-up Question for Detractors: “Could you please share the main reasons behind your lower score for our customer service, and what actions we could take to address your concerns?”

• Follow-up Question for Promoters: “What specific features or aspects of our website do you find most valuable or user-friendly?”
• Follow-up Question for Passives: “Is there anything specific on our website that, if improved, would make your experience more enjoyable or efficient?”
• Follow-up Question for Detractors: “What challenges or issues did you encounter while using our website, and how can we address them to improve your experience?”

6. Event NPS Question

• Follow-up Question for Promoters:“What aspects of our (event name) did you enjoy the most, and how did it meet or exceed your expectations?”
• Follow-up Question for Passives: “Is there anything specific about our (event name) that, if improved, would make you more likely to recommend it to others?”
• Follow-up Question for Detractors: “What issues or challenges did you encounter during our (event name), and how can we address them to enhance the overall experience for future events?”

• Follow-up Question for Promoters: “What specific aspects of our brand make you inclined to continue choosing us for your (specific category) needs in the future?”
• Follow-up Question for Passives: “Is there anything specific that, if improved or addressed, would make you more likely to continue choosing our brand in the future?”
• Follow-up Question for Detractors: “What factors or experiences have led to your hesitation in choosing our brand for your (specific category) needs, and how can we address them to regain your trust?”

8. NPS Questions That Target Different Audiences

A. “How likely are you to suggest (business/product name) to someone facing comparable business obstacles?”

• Follow-up Question for Promoters: What specific features or experiences with (business/product name) have been instrumental in your success, and how do you envision these aspects benefiting others in similar business situations?
• Follow-up Question for Passives: What improvements or additional support from (business/product name) do you think would make you more likely to recommend it to others dealing with comparable business obstacles?
• Follow-up Question for Detractors: Could you elaborate on the challenges you faced with (business/product name) in addressing similar business obstacles?

B. “How likely are you to suggest (business/product name) to a person with similar interests?”

• Follow-up Question for Promoters: What specific aspects of (business/product name) align with your interests, and how do you believe these aspects would resonate with others who share similar interests?
• Follow-up Question for Passives: If there were areas where (business/product name) could better cater to your interests, what improvements do you think would make it more likely for you to recommend it to others with similar interests?
• Follow-up Question for Detractors: Could you share more about how (business/product name) may have fallen short in addressing your interests?

C. “How likely are you to tell your family members about (business/product name)?”

• Follow-up Question for Promoters: What specific experiences or features of (business/product name) do you think make it a great recommendation for your family members? Any particular highlights you would like to share?
• Follow-up Question for Passives: If there were aspects of (business/product name) that you feel could be improved for your family members, what suggestions or changes would you recommend?
• Follow-up Question for Detractors: Are there particular concerns or experiences that would make you hesitant to recommend (business/product name) to your family members?

D. “How likely are you to tell your circles about (business/product name)?”

• Follow-up Question for Promoters: When sharing (business/product name) with your circles, what specific features or benefits do you think would make the strongest impact or resonate the most?
• Follow-up Question for Passives: Are there any reservations or improvements you would like to see in (business/product name) that might currently hold you back from enthusiastically recommending it to your circles?
• Follow-up Question for Detractors: Could you provide more insights into any negative experiences or concerns that would discourage you from recommending (business/product name) to your circles?

9. NPS Questions About a Specific Experience

A. “How likely are you to recommend (company/product name) to a friend or colleague after using the most recent feature updates?”

• Follow-up Question for Promoters: What specific features from the recent updates do you find most valuable or impactful, and how do you think they would benefit your friends or colleagues?
• Follow-up Question for Passives: If there were areas where the recent feature updates could be improved to better meet your needs, what suggestions or changes would you recommend to make you more likely to recommend (company/product name)?
• Follow-up Question for Detractors: Could you share more about the challenges or issues you faced with the recent feature updates?

B. “How likely are you to recommend (company/product name) to your friend or colleague, given your (recent) shopping experience?”

• Follow-up Question for Promoters: What specific aspects of your recent shopping experience with (company/product name) do you believe make it worthy of recommendation to your friends or colleagues?
• Follow-up Question for Passives: If there were elements of your recent shopping experience that you think could be enhanced, what suggestions or improvements would you recommend to make you more inclined to recommend (company/product name)?
• Follow-up Question for Detractors: Could you provide more insights into the challenges or dissatisfaction you encountered during your recent shopping experience?

C. “Given your recent experience with our support team, how likely are you to recommend (company/product name) to a friend or colleague?”

• Follow-up Question for Promoters: What specific aspects of the support team’s assistance stood out to you, and how do you think this positive experience would resonate with your friends or colleagues?
• Follow-up Question for Passives: If there were areas where the support experience could be improved, what suggestions or changes would you recommend to make you more likely to recommend (company/product name)?
• Follow-up Question for Detractors: Could you share more about the challenges or dissatisfaction you faced with the support team?

What Are The Benefits Of Using Net Promoter Score?

Net Promoter Score is a convenient way to predict customer churn, the likelihood of them canceling a subscription and doing business with other companies.

So, why should your company use NPS?

1. Easy Way to Collect Feedback

Nps surveys will help you dive deeper into customer experience. In other words, these surveys provide you with an opportunity to acquire more information from your customers. By collecting feedback,

NPS surveys can help you build a positive impression even if you previously had a negative one. And the best part of using Net Promoter Score is the ease of collecting feedback within just a minute of your customers’ time.

2. Common Customer Language

You can neatly categorize customers into promoters, passives, and detractors, which allows you to have a common language to talk about your customers. In other words, when you use Net Promoter Score, you’ll have a shared vocabulary for the customer conversation and you’ll be able to distinguish them easily.

3. Effortless Benchmarking

Since Net Promoter Score is a universal metric used by companies worldwide, it can help you compare your score with others in your industry. This will provide you with valuable insights on where you stand in the competition. Plus, it’s a great way of presenting a holistic picture of customer loyalty to the senior management in your organization.

4. Boosting Growth

The companies that embrace Net Promoter Score as a key metric can channel their efforts into customer service improvements. Using NPS can potentially increase revenue through referrals and upselling. In a nutshell, when you prioritize your customers’ feedback by using Net Promoter Score, it will help you grow your business.

How to Decide If Your Net Promoter Score is Good or Bad

There is no one-size-fits-all answer when it comes to deciding whether a Net Promoter Score is good or bad. The ideal number will vary significantly from one industry to another.

Any Net Promoter Score above zero is a win because having a positive rating means that you have more promoters than detractors. According to global NPS standards, a score above 50 is considered good, and scores above 70 are simply outstanding. But realistically speaking, these high Net Promoter Scores are pretty rare.

Taking a peek at the Net Promoter Score of your close competitors would be a smart move. In this way, you can see how your score stacks up against theirs and it will give you a solid benchmark to work with.

In some industries, having a net promoter score between 30 or 40 is a goal worth chasing. For example, for department and specialty stores the average score is around 58, which is better than airlines at 35. However, airlines beat internet service providers since their average Net Promoter Score is a humble 2.

So, if your Net Promoter Score shows that you’re outperforming your industry rivals, it’s a good indicator that your customers will more likely to stay.

Areas Where NPS Surveys Fall Short

While Employee Net Promoter Score surveys are a popular tool for gauging employee loyalty and satisfaction, they are definitely not without their limitations. 

Understanding where NPS surveys may fall short can help leaders complement them with other methods to gain a more comprehensive view of employee engagement and satisfaction. 

We here at Teamflect are strong believers in using employee net promoter scores to measure organizational engagement and satisfaction. That being said, we do believe that they need to be supplemented with other methodologies.

Lack of Specificity

NPS surveys typically ask one overarching question to determine whether an employee would recommend the workplace to others. 

While this simplicity is a strength, it’s also a limitation. The responses can indicate overall satisfaction or dissatisfaction but fail to delve into the specifics of what’s driving those feelings, leaving organizations without clear action points for improvement.

Overemphasis on Extremes

NPS categorizes employees into promoters, passives, and detractors. This leads to an overemphasis on the extremes, potentially overlooking the nuanced views of the ‘passive’ group. 

Individuals might be on the brink of becoming promoters or detractors, but the NPS score alone won’t provide that level of granularity.

Potential for Misinterpretation

The NPS score is a number, and like any metric, it’s open to misinterpretation. Without a deep dive into the context behind the score, organizations might draw incorrect conclusions or overlook underlying issues that are not immediately apparent from the numerical value alone.

Temporal Limitations

NPS surveys typically capture a snapshot in time, which can be influenced by recent events or current mood. This temporal nature means they might not accurately reflect long-term employee sentiment, especially if not conducted regularly.

Lack of Emotional Insights

NPS surveys focus on the likelihood of recommending the organization as a great place to work, which is a rational assessment. Employee Net Promoter Score surveys may not capture the emotional aspects of the employee experience, which are crucial for understanding engagement and employee loyalty fully.

In A Nutshell

In this article we talked about the most important aspects of using Net Promoter Score such as it’s definition, how you can calculate it, its benefits, and we provided you with 14 useful NPS question examples with additional follow-up questions.

To take your NPS capabilities to the next level, you can use Teamflect within Microsoft Teams and create a working atmosphere that your competitors will be envious of!

Frequently Asked Questions

What Is Net Promoter Score?

Commonly known as NPS, Net Promoter Score, is a metric used to measure customer loyalty. This concept was originally developed by Bain and Company in 2003 and it has become an essential method for businesses to assess how well they are perceived by their customers.

Net Promoter Score offers an easy method to measure customer sentiment and it helps companies distinguish between positive and negative feedback.

How to Calculate Net Promoter Score

If a company surveys 100 of its customers, and the responses show 70 promoters, 20 passives, and 10 detractors, you can calculate their Net Promoter Score with:

Calculate the percentage of each group:

• Promoters = (70 / 100) x 100 = 70%
• Passives = (20 / 100) x 100 = 20%
• Detractors = (10 / 100) x 100 = 10%

Apply the NPS formula:

• Company NPS = %Promoters – %Detractors
• Company NPS = 70% – 10% = 60

In the scenario above, the company’s NPS is 60 and it shows that majority of their customers are promoters, and the company have a positive customer sentiment.

What Are The Benefits Of Using Net Promoter Score?

1. Easy way to collect feedback
2. Common Customer Language
3. Effortless Benchmarking
4. Boosting Growth