{"id":2220,"date":"2025-11-13T17:21:20","date_gmt":"2025-11-13T16:21:20","guid":{"rendered":"https:\/\/www.poll-hero.com\/docs\/use-case-net-promoter-score\/"},"modified":"2026-03-06T09:18:50","modified_gmt":"2026-03-06T08:18:50","password":"","slug":"use-case-net-promoter-score","status":"publish","type":"docs","link":"https:\/\/www.poll-hero.com\/en\/docs\/use-case-net-promoter-score\/","title":{"rendered":"Use case: Net Promoter Score"},"content":{"rendered":"\n<p>The Net Promoter Score (NPS) is your first choice for measuring <strong>satisfaction and loyalty<\/strong>. Traditionally, NPS is used to determine the <strong>recommendation rate<\/strong>. That is why this <strong>10-point scale<\/strong> is very popular for surveying employees.   <\/p>\n\n<p>The NPS is a <strong>subcategory of the Likert scale<\/strong>, in which responses are classified into <strong>three categories<\/strong>: <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Detractors<\/strong> (0\u20136): dissatisfied<\/li>\n\n\n\n<li><strong>Passives<\/strong> (7\u20138): satisfied, but not loyal<\/li>\n\n\n\n<li><strong>Promoters<\/strong> (9\u201310): satisfied and loyal<\/li>\n<\/ul>\n\n<p>The <strong>main question<\/strong> of this question type is usually &#8220;On a scale of 1\u201310, how likely are you to recommend us?&#8221;<\/p>\n\n<p>We recommend that you ask <strong>follow-up questions<\/strong> based on the responses. <\/p>\n\n<p>For example, you can ask <strong>promoters<\/strong> what they particularly value about your brand. <\/p>\n\n<p>You can ask <strong>passives<\/strong> for suggestions for improvement. <\/p>\n\n<p>You can ask <strong>detractors<\/strong> how you can increase their satisfaction. <\/p>\n\n<p>The questions for passives and detractors are often similar, because your goal is the same: to make visitors feel heard while also <strong>identifying suggestions for improvement or major problem areas<\/strong>. <\/p>\n\n<p>Depending on the industry you are in or the specific information you want to obtain, you can <strong>specify the main question<\/strong>. For example: &#8220;How likely are you to recommend us based on our delivery time\/return policy\/cancellation terms\/etc.?&#8221;  <\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Net Promoter Score (NPS) is your first choice for measuring satisfaction and loyalty. Traditionally, NPS is used to determine the recommendation rate. That is why this 10-point scale is very popular for surveying employees. The NPS is a subcategory of the Likert scale, in which responses are classified into three categories: The main question [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"doc_category":[126],"doc_tag":[],"class_list":["post-2220","docs","type-docs","status-publish","hentry","doc_category-use-cases"],"acf":[],"year_month":"2026-04","word_count":195,"total_views":"10","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"Pia von PollHero","author_nicename":"pia_pollhero","author_url":"https:\/\/www.poll-hero.com\/en\/author\/pia_pollhero\/"},"doc_category_info":[{"term_name":"Use Cases","term_url":"https:\/\/www.poll-hero.com\/en\/docs\/use-cases\/"}],"doc_tag_info":[],"knowledge_base_info":[],"knowledge_base_slug":[],"_links":{"self":[{"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/docs\/2220","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/comments?post=2220"}],"version-history":[{"count":1,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/docs\/2220\/revisions"}],"predecessor-version":[{"id":2221,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/docs\/2220\/revisions\/2221"}],"wp:attachment":[{"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/media?parent=2220"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/doc_category?post=2220"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/www.poll-hero.com\/en\/wp-json\/wp\/v2\/doc_tag?post=2220"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}