KnoCommerce's NPS question is one of our most-used question types that helps brands determine how satisfied their customers are with their product and experience. Here's how our reporting works for that question.
NPS Report
The NPS question defaults to a 0-10 scale and prompts the customer to select one. Once that option is selected, the reporting for that question looks like this
Category Definitions
Here are the definitions for each category:
Detractors - Submitted 0 to 6
Passive - Submitted 7 or 8
Promoter - Submitted 9 or 10
NPS Score Methodology
To calculate the NPS score, every Detractor is given a value of -100, every Passive customer receives a value of 0, and every Promoter is given a value of 100. Then all scores are averaged.
An NPS score of 100 means every customer was a Promoter. An NPS score of -100 means every customer was a Detractor. And an NPS score of 0 means detractors and promoters were evenly balanced. Any score above 0 is good, but excellent scores are over 50.
NPS Score Comparisons
Here is a histogram chart of every brand that was running an NPS score during Q1 2024 with at least 100 NPS questions answered so that you can see where your NPS score stands globally.
