Net Promoter

How loyal are your customers?

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Win back detractors
Net Promoter Score

What is
Net Promoter

Net Promoter Score (NPS) is a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others. The NPS survey is specifically centered around the question: “How likely is it that you would recommend Company to a friend or colleague?”

Customers can then respond on a scale from 1 (very unlikely) to 10 (very likely). Those responses separate customers into three categories:

  • Detractors
    score 0-6
  • Passives
    score 7-8
  • Promoters
    score 9-10
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Detractors are customers whose experience with your business was mostly negative. Without proper handling, detractors can go on to churn, leave bad reviews and cause negative word of mouth.



Passives are, as the name suggests, those that don't really care. Their experience with your company, product or service is neither positive, nor negative enough to influence their behavior.



Promoters are the ones who boost profits as long-term customers and are more likely to refer your company. They are a great source of testimonials, reviews and future referrals.

Calculating Net
Promoter Score

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

NPS  =  % Detractors  -  % Promoters
Net Promoter Score ranges from -100 (very bad) to +100 (very good).

Customer Loyalty

with Nicereply
NPS Surveys

Email template

Incorporate NPS surveys into your existing email templates or use in-signature surveys to ask customers for feedback at the bottom of every email you send.

Email template surveys


Survey your customers automatically after you close a ticket, conversation, or deal. Choose how long to wait post-resolution before sending out a survey.

Email template surveys

Improve your NPS to grow

NPS surveys provide a company-wide feedback useful across many departments.

Beautiful surveys

Customer Support

NPS data enable proactive customer support. Reach out to detractors and turn them around.

Beautiful surveys


NPS helps you find out who trusts in your brand and
why. Use this to clear up your messaging.

Beautiful surveys


Customer feedback is necessary to take your product in the right direction. Give your customers a voice.

Beautiful surveys

Human Resources

Just as it predicts customer loyalty, NPS can be used to improve employee retention as well. This variation is called employee Net Promoter Score.

World's leading businesses trust NPS to help them grow

Fred Reichheld Mark
“Without trust, there can be no loyalty - and without loyalty, there can be no true growth.”
Fred Reichheld
Author of The Ultimate Question
PayPal AT&T
HP Facebook Dell
Microsoft KPMG
KPMG PayPal Facebook Microsoft Salesforce Delta HP LG T-Mobile Dell AT&T Lego

All your customer feedback in one dashboard

All your data in one dashboard

All your customer feedback in one dashboard

Read every comment

Read every comment

See all your feedback with customer comments in your rating feed.

See who and what you need

Track and improve your NPS

See continuous improvements with a variety of charts, time filters and comparisons.

Forecast the future

Never miss a detractor

Spot any dissatisfied customer easily - highlighted for your convenience.

What's a good CES score?

What is a good Net Promoter Score?

A score greater than 0 means you are doing well. A score of +50 is something all businesses that want to achieve long-term growth should aim at.

What's a good CES score?

Benchmark your Net
Promoter Score

Our Net Promoter Score leaderboard shows top performers in terms of NPS scores. Compare your performance to theirs.

Licensed vendor for Net Promoter Score

Nicereply is officially licensed as a vendor for Net Promoter Score by BAIN & Company, the inventors of NPS.

Learn more about NPS on our blog or at

NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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