NPS Survey Practices Check
Check how well you run your Net Promoter Score survey: the standard question and follow-up, who gets it and when, how results are analysed, and how detractors and promoters are followed up.
- Free
- No sign-up to try
- Works as you type
Rate how you run your Net Promoter Score survey: the questions, sending, analysis and follow-up.
0 of 13 answered
Answer the questions to see your score by area as you go.
Answer at least 11 of 13 questions to save your results as a Room.
How it works
How the NPS Survey Practices Check works
- 1
Answer the questions
Pick the answer closest to where you are today. It takes a few minutes.
- 2
See your score
Your score by area appears as you answer, with the weakest areas first.
- 3
Save your results
Create a Room with your scores, next steps and an adviser to talk them through.
Worked example
What it makes
13 questions across 5 areas. Each answer scores 0 to 3; an area's score is its points as a share of the most it could get.
Survey design
- You use the standard question: how likely are you to recommend us to a friend or colleague, on a 0 to 10 scale.
- A follow-up question asks for the main reason for the score.
- The survey is short and works well on a phone.
Sending and sampling
- You've chosen between relationship surveys (on a schedule) and event surveys (after a moment), and send accordingly.
- Each customer is asked no more often than an agreed limit.
- You check response rates and who isn't answering, not just the score.
Analysis
- The score is reported with the number of responses and the share of promoters, passives and detractors.
- Comments are grouped into themes, separately for promoters and detractors.
- Results are compared by segment and over time, not just as one number.
Closing the loop
- Detractors are followed up by a named person within a set time.
- Promoters are thanked and, where it fits, asked for a review or referral.
Using the results
- Each round leads to a short list of actions with owners.
- NPS is read alongside behaviour such as renewals, churn or usage.
Results bands: Early (0+), Developing (40+), Established (70+), Leading (90+). A self-assessment from your own answers: a starting point for a conversation, not an audit, certification or professional advice.
Who it's for
Who uses it
Customer success teams
Make the NPS programme lead to action, not just a number.
Product managers
Check NPS results are read by segment and alongside usage.
Founders
Set up NPS properly before the first round.
Good to know
What to consider
- It assesses how you run NPS; it doesn't send the survey or calculate the score.
- NPS is one signal: read it with renewals, churn and usage.
Questions
About the NPS Survey Practices Check
What is the standard NPS question?
How likely are you to recommend us to a friend or colleague, on a 0 to 10 scale, usually followed by an open question asking why. Use the NPS calculator to turn the answers into a score.
Is this an audit or a certification?
No. It scores your own answers against a written rubric to show where you stand and what to do next. Use it to start a conversation, not as an audit, certification or professional advice.
Make your results now
Free, no sign-up to try. It becomes a Room you can edit, publish and share.
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Related tools
- NPS CalculatorEnter your promoter, passive and detractor counts to get your Net Promoter Score and the share of each group.
- Customer Satisfaction Survey Practices CheckCheck how well you run your customer satisfaction survey: the questions, when it goes out and to whom, how answers are analysed, how unhappy customers are followed up and what changes as a result.
- Survey Tool ComparisonCompare survey tools on reporting, question logic, respondent experience and cost at your response volume, score them yourself and share the ranking.