[{"data":1,"prerenderedAt":547},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fwhat-is-a-good-nps-score":3,"content:blog:list:posts":377,"content:data_authors:list:rows":543},{"id":4,"title":5,"author":6,"body":7,"canonical":333,"category":334,"date":335,"description":336,"draft":337,"extension":338,"faq":339,"image":352,"imageAlt":353,"keyword":354,"locale":355,"meta":356,"navigation":357,"noindex":337,"og":333,"path":358,"readingTime":333,"seo":359,"sources":360,"stem":367,"tags":368,"updated":335,"video":372,"__hash__":376},"blog\u002Fblog\u002Fwhat-is-a-good-nps-score.md","What is a good NPS score? How to read yours","farsad",{"type":8,"value":9,"toc":319},"minimark",[10,14,19,26,29,52,55,60,63,119,126,134,138,144,190,199,203,210,215,218,222,255,263,267,270,273,277,312,316],[11,12,13],"p",{},"A common rule says an NPS above 0 is good and above 50 is excellent. Your own trend matters more than any band: is your score rising, and what do people say when they explain it?",[15,16,18],"h2",{"id":17},"how-the-score-is-built","How the score is built",[11,20,21,22],{},"You ask one question: how likely is it that you would recommend the company to a friend or colleague? People answer from 0 to 10. ",[23,24],"cite-ref",{"n":25},"1",[11,27,28],{},"Then you sort the answers into three groups:",[30,31,32,40,46],"ul",{},[33,34,35,39],"li",{},[36,37,38],"strong",{},"Promoters"," answered 9 or 10.",[33,41,42,45],{},[36,43,44],{},"Passives"," answered 7 or 8.",[33,47,48,51],{},[36,49,50],{},"Detractors"," answered 0 to 6.",[11,53,54],{},"Your score is the share of promoters minus the share of detractors. Passives count in the total number of answers but not as promoters or detractors. The result runs from -100 to +100.",[56,57,59],"h3",{"id":58},"a-worked-example","A worked example",[11,61,62],{},"A small team got 50 answers. The numbers are made up.",[64,65,66,82],"table",{},[67,68,69],"thead",{},[70,71,72,76,79],"tr",{},[73,74,75],"th",{},"Group",[73,77,78],{},"Answers",[73,80,81],{},"Share",[83,84,85,97,108],"tbody",{},[70,86,87,91,94],{},[88,89,90],"td",{},"Promoters (9 to 10)",[88,92,93],{},"28",[88,95,96],{},"56%",[70,98,99,102,105],{},[88,100,101],{},"Passives (7 to 8)",[88,103,104],{},"14",[88,106,107],{},"28%",[70,109,110,113,116],{},[88,111,112],{},"Detractors (0 to 6)",[88,114,115],{},"8",[88,117,118],{},"16%",[11,120,121,122,125],{},"The score is 56 minus 16, which is ",[36,123,124],{},"40",".",[127,128],"media-figure",{"alt":129,"caption":130,"height":131,"src":132,"width":133},"A bar split into three parts: promoters 56 percent, passives 28 percent, detractors 16 percent, with the score 56 minus 16 equals 40.","Figure 1. The example above as one bar (made-up numbers).",220,"\u002Fblog\u002Ffigures\u002Fnps-example.svg",800,[15,135,137],{"id":136},"what-the-bands-mean","What the bands mean",[11,139,140,141],{},"Qualtrics describes a framework from Bain & Company that treats any score above 0 as good, above 20 as favorable, above 50 as excellent and above 80 as world-class. ",[23,142],{"n":25,"k":143},"2",[64,145,146,156],{},[67,147,148],{},[70,149,150,153],{},[73,151,152],{},"Score",[73,154,155],{},"Common label",[83,157,158,166,174,182],{},[70,159,160,163],{},[88,161,162],{},"Above 0",[88,164,165],{},"Good",[70,167,168,171],{},[88,169,170],{},"Above 20",[88,172,173],{},"Favorable",[70,175,176,179],{},[88,177,178],{},"Above 50",[88,180,181],{},"Excellent",[70,183,184,187],{},[88,185,186],{},"Above 80",[88,188,189],{},"World-class",[11,191,192,193,198],{},"Use the bands as a rough guide to where you stand. A score says what people would do, so check it against what they did, as ",[194,195,197],"a",{"href":196},"\u002Fblog\u002Fcustomer-loyalty","customer loyalty"," explains.",[15,200,202],{"id":201},"why-one-number-for-everyone-does-not-work","Why one number for everyone does not work",[11,204,205,206,209],{},"Industries differ. Qualtrics cautions that no single score is good in absolute terms. Its 2023 research found an average NPS of 30 for grocery, 29 for video streaming and -6 for consumer payments. ",[23,207],{"n":25,"k":208},"3"," A score of 30 is about average in grocery and video streaming, and far above average in consumer payments.",[11,211,212,213],{},"AskNicely says to compare yourself with peers in your own sector, and calls benchmarks \"directional guideposts, not absolutes\". ",[23,214],{"n":143},[11,216,217],{},"Use a benchmark only if it comes from a report you can name and check. Otherwise compare yourself with your own past scores.",[15,219,221],{"id":220},"how-to-read-your-own-score","How to read your own score",[223,224,225,231,237,243,249],"ol",{},[33,226,227,230],{},[36,228,229],{},"Start with a baseline."," Your first score is your starting line, whatever it is.",[33,232,233,236],{},[36,234,235],{},"Measure the same way each time."," Same question, same kind of people, same timing. Any change shifts the score for reasons unrelated to how you are doing.",[33,238,239,242],{},[36,240,241],{},"Watch the trend."," A climb from 12 to 25 over three quarters (made-up numbers) tells you more about progress than a benchmark does.",[33,244,245,248],{},[36,246,247],{},"Read the comments."," The reasons people give show what to fix.",[33,250,251,254],{},[36,252,253],{},"Look at groups."," A fine overall number can hide an unhappy group, such as new customers or one plan.",[256,257,260],"callout",{"title":258,"type":259},"Be careful with small numbers","warning",[11,261,262],{},"With 20 answers, each answer is worth 5 points. One person moving from passive to detractor drops your score by 5, and a change that size may be noise. Wait for more answers before you celebrate or worry.",[15,264,266],{"id":265},"what-to-do-about-detractors-and-passives","What to do about detractors and passives",[11,268,269],{},"Reach out to detractors soon, while they remember what went wrong. A short reply that says you read their comment is enough.",[11,271,272],{},"Ask passives what would make them score you a 9 or 10.",[15,274,276],{"id":275},"common-traps","Common traps",[30,278,279,285,296,302],{},[33,280,281,284],{},[36,282,283],{},"Chasing the number."," If staff beg customers for a 10, the score can rise while nothing improves.",[33,286,287,290,291,295],{},[36,288,289],{},"Asking too often."," People who get asked again and again stop answering. Our guide on ",[194,292,294],{"href":293},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","asking for feedback without annoying people"," covers timing.",[33,297,298,301],{},[36,299,300],{},"Mixing audiences."," Customers and employees answer different questions. Keep their scores apart.",[33,303,304,307,308,125],{},[36,305,306],{},"Using NPS for everything."," It measures the overall relationship. For a single moment, such as a support chat, see ",[194,309,311],{"href":310},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS, CSAT or CES",[15,313,315],{"id":314},"where-pulseri-fits","Where Pulseri fits",[11,317,318],{},"Pulseri shows your score over time and the comments behind it, so you can watch the trend instead of one number.",{"title":320,"searchDepth":321,"depth":321,"links":322},"",2,[323,327,328,329,330,331,332],{"id":17,"depth":321,"text":18,"children":324},[325],{"id":58,"depth":326,"text":59},3,{"id":136,"depth":321,"text":137},{"id":201,"depth":321,"text":202},{"id":220,"depth":321,"text":221},{"id":265,"depth":321,"text":266},{"id":275,"depth":321,"text":276},{"id":314,"depth":321,"text":315},null,"Scores and metrics","2026-10-13","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",false,"md",[340,343,346,349],{"q":341,"a":342},"What is a good NPS score?","A common rule of thumb says above 0 is good, above 20 favorable, above 50 excellent and above 80 world-class. Scores differ a lot by industry, so compare with similar companies and your own past scores.",{"q":344,"a":345},"Is a negative NPS bad?","A negative score means more detractors than promoters. That is a warning, but a first score is only your starting point. What matters next is whether it rises.",{"q":347,"a":348},"What is the highest possible NPS?","The score runs from -100 to +100. You get +100 only if everyone who answers is a promoter.",{"q":350,"a":351},"How many responses do I need for an NPS score?","There is no magic number. With few responses, one answer moves the score a lot. With 20 answers, each is worth 5 points, so watch the trend and read the comments.","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker","good NPS score","en",{},true,"\u002Fblog\u002Fwhat-is-a-good-nps-score",{"title":5,"description":336},[361,364],{"title":362,"url":363,"retrieved":335},"Net Promoter Score (Qualtrics)","https:\u002F\u002Fwww.qualtrics.com\u002Fexperience-management\u002Fcustomer\u002Fnet-promoter-score\u002F",{"title":365,"url":366,"retrieved":335},"What is a good NPS score (AskNicely)","https:\u002F\u002Fasknicely.com\u002Fblog\u002Fwhat-is-a-good-nps-score","blog\u002Fwhat-is-a-good-nps-score",[369,370,371],"nps","benchmarks","scores",{"id":373,"uploadDate":374,"duration":375},"rfRkr3-njZw","2026-11-04","PT27S","v0Y9usnHt3YsBVgbgrywW8fBID0-8lLaBRl4JuFiNq8",[378,391,400,409,418,427,435,443,450,458,466,476,483,494,505,513,524,533,541],{"path":379,"title":380,"description":381,"date":382,"updated":382,"category":383,"tags":384,"author":6,"image":388,"imageAlt":389,"readingMinutes":390},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[385,386,387,371],"alerts","detractors","feedback","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":196,"title":392,"description":393,"date":382,"updated":382,"category":334,"tags":394,"author":6,"image":397,"imageAlt":398,"readingMinutes":399},"Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.",[369,395,396],"loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":401,"title":402,"description":403,"date":382,"updated":382,"category":383,"tags":404,"author":6,"image":406,"imageAlt":407,"readingMinutes":408},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[387,369,405],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":410,"title":411,"description":412,"date":382,"updated":382,"category":334,"tags":413,"author":6,"image":416,"imageAlt":417,"readingMinutes":399},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[414,371,396,415],"csat","calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":419,"title":420,"description":421,"date":382,"updated":382,"category":383,"tags":422,"author":6,"image":424,"imageAlt":425,"readingMinutes":426},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[423,414,387],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":428,"title":429,"description":430,"date":382,"updated":382,"category":383,"tags":431,"author":6,"image":433,"imageAlt":434,"readingMinutes":426},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[387,369,432],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":436,"title":437,"description":438,"date":439,"updated":439,"category":334,"tags":440,"author":6,"image":441,"imageAlt":442,"readingMinutes":399},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[414,415,371],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":444,"title":445,"description":446,"date":439,"updated":439,"category":383,"tags":447,"author":6,"image":448,"imageAlt":449,"readingMinutes":426},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[414,387],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":451,"title":452,"description":453,"date":454,"updated":454,"category":383,"tags":455,"author":6,"image":456,"imageAlt":457,"readingMinutes":390},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[423,387,369,414],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":459,"title":460,"description":461,"date":462,"updated":462,"category":334,"tags":463,"author":6,"image":464,"imageAlt":465,"readingMinutes":426},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[369,423,387],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":467,"title":468,"description":469,"date":462,"updated":462,"category":383,"tags":470,"author":6,"image":474,"imageAlt":475,"readingMinutes":426},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[471,472,473,432],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":477,"title":478,"description":479,"date":462,"updated":462,"category":334,"tags":480,"author":6,"image":481,"imageAlt":482,"readingMinutes":426},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[369,415,371],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":484,"title":485,"description":486,"date":462,"updated":462,"category":487,"tags":488,"author":6,"image":492,"imageAlt":493,"readingMinutes":426},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[489,490,491],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":495,"title":496,"description":497,"date":462,"updated":462,"category":498,"tags":499,"author":6,"image":503,"imageAlt":504,"readingMinutes":426},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[500,414,501,502],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":506,"title":507,"description":508,"date":462,"updated":382,"category":498,"tags":509,"author":6,"image":511,"imageAlt":512,"readingMinutes":426},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[510,385,369,386],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":514,"title":515,"description":516,"date":462,"updated":462,"category":517,"tags":518,"author":6,"image":522,"imageAlt":523,"readingMinutes":426},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[519,520,521],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":293,"title":525,"description":526,"date":527,"updated":527,"category":383,"tags":528,"author":6,"image":531,"imageAlt":532,"readingMinutes":326},"How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[529,369,414,530],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",{"path":310,"title":534,"description":535,"date":527,"updated":527,"category":334,"tags":536,"author":6,"image":538,"imageAlt":539,"readingMinutes":540},"NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[369,414,537,396],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":358,"title":5,"description":336,"date":527,"updated":527,"category":334,"tags":542,"author":6,"image":352,"imageAlt":353,"readingMinutes":326},[369,370,371],[544],{"key":6,"name":545,"avatar":546},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908077001]