Net Promoter Score (NPS)


This feature is included in all plans.


Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.


Want to know your brand's Net Promoter Score? Use a NPS Question to find out your score.


NPS example


Looking to create a survey with an NPS question or one of our other 15+ question types?


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What are you waiting for? Let's see how to do it!


1 Add an NPS Question to your questionnaire

In the Questions tab, click the button +Add question.


NPS add question

Select NPS from the list of question types. Click Add question.


NPS add question


Now you'll see the editing options for your NPS question. You'll be able to change the general question settings, edit the question and make your NPS slider just right.


NPS - change general settings



2 Change the general question settings

NPS question settings


  1. Click the arrow to hide the question when you're not currently editing it.
  2. This is the question number. You can always change the order of your survey questions by choosing a different question number. Want respondents to answer this question earlier in the survey? Select a lower number to move it to an earlier position.
  3. Changed your mind about the question type? Here you can change it immediately to another type. Your question will remain but your answers will disappear.
  4. Reusing your survey or quiz for multiple audiences? If the question is not relevant for your current respondents, easily switch the active button to inactive or vice versa. This feature is only available on the Enterprise plan.
  5. Click on the first icon to Copy your question, the X to Delete and the eye to Preview.



3 Edit the question

If you're short on time, all you need to do is add your company name as the [BRAND] and you're good to go! If you want to make other changes, keep reading to see how you can edit the question and answer options.


NPS edit question


  1. Edit your question here. Want to make your text underlined or with a color background? Use the rich text editor icons.
  2. Click Add media or Add YouTube video to upload images or videos to make your questionnaire more entertaining. The image or video will be displayed above your question. The file needs to be under 2MB. To add a YouTube video, paste a YouTube link after you've clicked the Add YouTube video button.

  3. Make the question mandatory - turn this feature on to require respondents to answer the question before moving to the next question.


4 Make your NPS slider just right

The scoring for an NPS slider is from 0 to 10 and this is set up for you already, but you can add labels to make it clearer for respondents.


NPS edit answers


  1. Low end label - give a text label to the low end value. This can be "0" or a text such as "I won't recommend the brand."
  2. High end label - give a text label to the high end value, this can be "10" or a text such as "Your brand will be our next conversation topic."
  3. Start position value - set the value where the button on your slider will begin.
  4. Add a 'not applicable'-answer - toggle this button and an answer option Not applicable will be automatically shown at the bottom of the answer options. 
  5. Add a text box to specify or leave an extra comment - turn this on to to add your own text to ask respondents to give more information.


5 Looking at NPS Results

The results of a NPS Question will look different from the other question types. They are presented according to the theory of the Net Promoter Score.


NPS results example


So now you know all about adding an NPS question! Log in today and start gathering valuable data about consumer loyalty.