Net Promoter Score (NPS)

Measuring NPS in your product

The NPS rater lets you measure your customers' loyalty. Your users can give your product or services a rating from 0-10. The question is standardized to "How likely are you to recommend our service to your friend or colleague?"

0-6 are detractors
7-8 are passives
9-10 are promoters

When a user chooses a score, they will be prompted to share why they gave that rating and provide their email address (or you can pass the email address for them).

Learn more about NPS


Have a clear overview of your feedback items in the "List" section. The split view can also give you a quick peek at the ticket itself.


Usersnap automatically calculates the Net Promoter Score (NPS) trends based on the feedback items submitted.

Get helpful insights within the selected time frame right in your project dashboard.


How the Net Promoter Score (NPS) is calculated

Detractors: Customers, who give a 6 or below
Passives: Customers, who give a 7 or 8
Promotors: Customers, who give a 9 or 10.

Net Promotor Score = Percentage of Detractors - Percentage of Promoters

E.g. if 50% of respondents were Promoters and 10% were Detractors, the Net Promoter is a score of 40.