Net Promoter Score®

NPS Survey Software to Turn Customers into Promoters

Measure loyalty with net promoter score software, benchmark your results, and act on every rating.
Net promoter score example

Trusted by the brands that you know

  1. Red bull
  2. Schindler
  3. Bayer
  4. Booksy
  5. KraftHeinz
  6. Danone

What is NPS survey software?

NPS survey software automates everything around the Net Promoter Score: sending the 0–10 question, classifying promoters, passives, and detractors, calculating your score, and helping your team respond. Use it after purchases, support tickets, or quarterly check-ins—on email, your website, or in-app.

Responsly is an NPS survey tool that pairs the standard question with follow-ups, templates, and analytics. Combine NPS with CSAT on the same flow, or explore customer satisfaction (CSAT) alongside loyalty metrics.

NPS survey software score graph
NPS survey templates and question types

NPS survey templates

Start from ready-made NPS templates instead of building from scratch. Add the core recommendation question, optional “Why did you give this score?” follow-ups, and branding in minutes—then share via link, email, or website feedback tool.

Browse survey templates or create a custom NPS flow in our survey platform. Use our NPS benchmark calculator to see how your score compares to your industry.

How to calculate NPS

Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters:

NPS = % Promoters − % Detractors

Respondents are grouped by their 0–10 rating: promoters (9–10), passives (7–8), and detractors (0–6). For example, if 50% are promoters and 20% are detractors, your NPS is 30. Scores range from −100 to +100.

Responsly calculates your score automatically as responses come in—no spreadsheets needed. For a full walkthrough with examples, read our guide on how to calculate Net Promoter Score, or follow our guide to implementing NPS surveys.

NPS calculator showing promoters, passives and detractors

Get to know your customers with one simple question

  • Turn detractors into promoters

    Focus on detractors, try to fix their problems, and turn them into promoters of your product.

  • Grow your NPS

    The initial NPS score is a good base for future growth. Try to increase the NPS score in the following research. Check our NPS benchmark calculator to compare your NPS score with the industry average.

  • Add NPS questions to other surveys

    You can measure Net Promoter Score when measuring Customer Satisfaction Score or other customer research.

Closing the loop on NPS feedback

Collecting scores is only half the job. Closing the loop means following up with detractors, thanking promoters, and routing responses to the right team. Responsly connects NPS to Slack, email alerts, and your CRM so nothing sits unanswered.

Go further with Athena, our AI customer intelligence agent—it monitors NPS trends, flags anomalies, and suggests what to fix. Pair quantitative NPS with qualitative analysis; learn about net sentiment score and sentiment scoring for open-ended feedback.

Close the loop on NPS survey responses with alerts

See NPS Survey in action

NPS Survey Software FAQ

What is NPS survey software?

NPS survey software helps you send the classic Net Promoter Score question—"How likely are you to recommend us?"—collect 0–10 ratings, calculate your score automatically, and follow up with promoters and detractors. Good net promoter score software also includes templates, benchmarking, integrations, and tools to close the feedback loop.

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It's calculated by asking customers one simple question: 'How likely are you to recommend us to a friend or colleague?' on a scale of 0-10. NPS helps you identify promoters (9-10), passives (7-8), and detractors (0-6).

How do you calculate NPS?

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The formula is: NPS = % Promoters - % Detractors. For example, if 50% of respondents are promoters and 20% are detractors, your NPS would be 30. Scores can range from -100 to +100, with higher scores indicating better customer loyalty.

What is a good NPS score?

NPS scores vary by industry, but generally: 0-30 is considered good, 30-50 is very good, 50+ is excellent, and 70+ is world-class. You can use our NPS benchmark calculator to compare your score with industry averages. The key is to focus on improving your score over time rather than just achieving a specific number.

How often should you measure NPS?

The frequency of NPS measurement depends on your business model and customer lifecycle. Most companies measure NPS quarterly or bi-annually. However, you might want to measure more frequently (monthly) if you're in a fast-changing industry or have a short customer lifecycle. The important thing is to be consistent with your measurement timing.

What's the difference between NPS and CSAT?

NPS measures customer loyalty and likelihood to recommend, while CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or experience. NPS is more predictive of business growth and customer retention, while CSAT is better for measuring immediate satisfaction with products or services. Many companies use both metrics together.

How can I improve my NPS score?

To improve your NPS score: 1) Focus on turning detractors into promoters by addressing their concerns, 2) Follow up with detractors to understand their issues, 3) Leverage promoters to spread positive word-of-mouth, 4) Improve your product or service based on feedback, 5) Create a customer-centric culture, and 6) Measure NPS consistently to track progress over time.

Should I ask follow-up questions with NPS?

Yes, follow-up questions are crucial for NPS surveys. Ask 'Why did you give us this score?' to understand the reasoning behind the rating. This qualitative feedback helps you identify specific areas for improvement and provides actionable insights to turn detractors into promoters and passives into promoters.

Can I use NPS for employee surveys?

Yes, NPS can be adapted for employee surveys by asking 'How likely are you to recommend this company as a place to work?' This is called eNPS (Employee Net Promoter Score) and helps measure employee satisfaction and loyalty. It's a valuable metric for HR teams to understand employee engagement and retention.
Responsly platform helps us to manage customer satisfaction and communication within our organization.

Alicja Zborowska, Administration Specialist

Red bull
Bayer

We automated the product experience management process.

KraftHeinz

Managing customer experience is made easy with Responsly.

Danone

Our suppliers are surveyed quickly and efficiently.

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