The Net Promoter Score (NPS) is one of the best-known methods for measuring customer satisfaction and customer loyalty. Users answer one key question:
“How likely are you to recommend our product or website?”
The rating is given on a scale from 0 to 10.
Based on their answers, users are divided into three groups:
Detractors (0–6)
Dissatisfied users with a negative perception
Passives (7–8)
Satisfied, but not very loyal users
Promoters (9–10)
Enthusiastic users with a high likelihood of recommending
The final NPS is calculated as:
% Promoters – % Detractors
NPS helps you identify changes in customer satisfaction early and analyze them in a targeted way.
Typical use cases:
However, especially for digital products, a single score is rarely enough. What matters is why users give a particular rating.
With PollHero, you can display follow-up questions dynamically based on the rating.
Examples:
The logic works both based on the exact rating and via the NPS categories:
This creates significantly more valuable qualitative insights than classic standard NPS tools.
NPS surveys should be visible — but not disruptive.
PollHero offers several custom styles that can be adapted to different scenarios:
This allows NPS surveys to be seamlessly integrated into e-commerce shops as well as SaaS products or internal platforms.
A single NPS value often provides only limited insight. The score becomes truly relevant over time.
With PollHero, you can:
The results are displayed in clear bar charts and help teams quickly put changes into context.
PollHero was developed specifically for companies that value data protection, control, and digital sovereignty.
This means:
Especially when collecting customer feedback, trust is an important factor — both internally and with end customers.
