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All your NPS questions answered

Discover how to run NPS surveys using Hotjar

All of your questions answered.

All your NPS questions answered

Discover how to run NPS surveys using Hotjar

All of your questions answered.

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What is Net Promoter Score® (NPS)? 

Net Promoter Score (NPS) is a predictor of business growth derived from responses to this survey question: "How likely are you to recommend this product/company to a friend or colleague?".

Customers who see this question pick an answer from 0 to 10, with 0 being 'not at all likely' and 10 being 'extremely likely'.

What NPS calculator do you use?

We're big fans of this one. It's simple but it does the trick. 

How does the NPS calculation work?

NPS is calculated by subtracting the percentage of your detractors from the percentage of your promoters.

  • Promoters: anybody who gave a score of 9 or 10 to the NPS question: ‘how likely are you to recommend this product/company to a friend or colleague?’. 

  • Detractors: anybody who gave a score of 0 to 6 (included) to the NPS question: ‘how likely are you to recommend this product/company to a friend or colleague?’. 

🏆For more information about what is a promoter/detractor in NPS and the math behind the calculation, read this guide on how to calculate your NPS.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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