Net Promoter Score

Build a brand that people love

Discover the strength of your brand using Usabilla’s Net Promoter Score (NPS) question. Your website is a key customer touchpoint for your brand; using NPS, you can quantify the impact of your website into a concrete metric. Add the NPS module to any feedback form or survey to begin understanding what website visitors think of your brand. See what causes a customer to speak positively or negatively about your site. Discover which areas of your website impact NPS the most and adapt accordingly.

What is the Net Promoter Score? (NPS)

The Net Promoter Score, or NPS, is based on the principle that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. It all starts with simple a question: How likely is it that you would recommend our company/product/service to a friend or colleague?

Customers respond on a 0-to-10 point rating scale and are categorized as follows:

(score 0-6)

Unhappy customers who can damage your brand, impeding growth through negative word-of-mouth.


(score 7-8)

Satisfied but unenthusiastic customers who are vulnerable to your competitor’s offerings.


(score 9-10)

Loyal enthusiasts who will keep buying, refer others, and fuel growth.

To calculate your company’s NPS, we take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

NPS = % Promoters - % Detractors

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