Usage


The Net Promoter Score (NPS) measures customer or employee loyalty by asking a simple question: "How likely are you to recommend us to a friend?" Respondents rate on a scale from 0 to 10.

Tip: Follow the NPS question with an open-text field for detailed feedback, allowing respondents to explain their rating.



Analyzing results


The NPS analysis divides respondents into three groups:

  • Critics (0-6): Unhappy customers, likely to churn.
  • Neutral (7-8): Satisfied but not loyal, may switch to competitors.
  • Promoters (9-10): Loyal and repeat customers.


The total NPS score is automatically calculated in Survio, ranging from -100% (all critics) to +100% (all promoters).


Tip: Conduct NPS surveys regularly to track changes over time. Monthly or yearly comparisons help improve performance by focusing on reducing critics and increasing promoters, which drives retention and revenue.


Results are visualized with standard bar charts, showing the percentage of promoters, neutrals, and critics.


Options & settings

  • Add an image or video to the question.
  • Make the question mandatory or optional.


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