Net Promoter Score (NPS)
Configure Net Promoter Score (0–10) questions
The NPS (Net Promoter Score) element measures customer loyalty by asking respondents how likely they are to recommend your product or service on a scale of 0–10.
What is NPS?
The NPS question type in Encatch lets you measure customer loyalty through a single, industry-standard question. When you add an NPS element to your feedback form, respondents see a 0–10 scale and answer:
How likely are you to recommend our product or service to a friend or colleague?
Encatch records each response and surfaces the data in the Response Summary, so you can track loyalty over time and across segments.
How NPS is calculated
Encatch uses the standard NPS methodology: responses are grouped into three buckets:
- Detractors (0–6) — Unlikely to recommend; may share negative experiences.
- Passives (7–8) — Satisfied but not enthusiastic; unlikely to actively promote.
- Promoters (9–10) — Highly likely to recommend; strong advocates.
The score is derived by subtracting the share of Detractors from the share of Promoters:
NPS = % Promoters – % DetractorsScores range from -100 (everyone is a Detractor) to +100 (everyone is a Promoter).
When to use
- Measure overall satisfaction and loyalty
- Track NPS over time or by segment
- Follow up with a qualitative question (e.g. "Why did you choose this score?")
- Compare feedback across user segments (e.g. plan type, region, lifecycle stage)
Configuration
The NPS methodology is based on a standardized 0–10 scale. In Encatch, you can customize the question to fit your context:
| Option | Description |
|---|---|
| Question title | The main question text (e.g. "How likely are you to recommend us?") |
| Description | Optional helper text or context below the question |
| Min label | Label for 0 (default: "Not at all likely") |
| Max label | Label for 10 (default: "Extremely likely") |
| Required | Whether the question must be answered before submission |
Viewing NPS results
NPS responses appear in the Response Summary for your form. For NPS questions, you can:
- View average score and distribution across the 0–10 scale
- Filter by time period, user segment, or response value
- Track trends over time
- Segment results by user attributes (e.g. subscription plan, region)
Consider adding a follow-up question (e.g. a Long Answer such as "What could we improve?") after the NPS question to capture qualitative feedback from detractors or promoters.