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SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Integrate with 100+ apps and plug-ins to get more done.

Build and customize online forms to collect info and payments.

Create better surveys and spot insights quickly with built-in AI.

Purpose-built solutions for all of your market research needs.

Templates

Measure customer satisfaction and loyalty for your business.

Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

Create better courses and improve teaching methods.

Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

Resources

Best practices for using surveys and survey data

Our blog about surveys, tips for business, and more.

Tutorials and how to guides for using SurveyMonkey.

How top brands drive growth with SurveyMonkey.

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Smiling person looking at laptop screen with hands raised, next to smiling emojis


With one simple question, you can better understand how happy your customers are with your products and services. That’s what the Net Promoter Score® (NPS) is all about, it’s a way for businesses to measure customer loyalty and satisfaction. 

What’s your Net Promoter Score? To find out, just  enter the number of times you received each score into the following blank spaces:

-100-500501000NPS

Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc

Your score comes from the Net Promoter Score question, which typically takes the following form:

“How likely would you be to recommend (name of organization, service, or product) to a friend or colleague?” 

The question prompt should be followed with a rating scale asking the respondent to select a number from 0 (least likely to recommend) to 10 (most likely to recommend). 

Depending on the number each customer selects, we’d group them into one of three groups: 

  • Promoters are customers who select a 9 or 10 rating. This group represents your most satisfied customers, who are highly likely to recommend your services to others.
  • Passives are customers who select a 7 or 8 rating. This group is relatively satisfied. However, they could choose a competitor based on price, new features, customer service, or other factors. 
  • Detractors select a rating between 0 to 6. They’re your least content customers. They are at risk of leaving and sharing their negative experiences with others.
Two people looking at a laptop together, next to survey question about how likely would you recommend to a friend

The NPS is the world’s leading metric for measuring customer loyalty and satisfaction

Here are three main benefits of using NPS:

  1. Scale: You can easily collect scores at scale. By asking customers the Net Promoter question, you can receive feedback from a large share of your customer base, quickly. 
  1. Scope: You can track the score over time. Is your score going up or down? Understanding its trajectory and what influences it can help your organization focus on the areas that matter most to your customers. 
  1. Focus: It helps you identify and focus on initiatives that drive customer retention and growth. When customers are successful, so are you.

This is only a fraction of the benefits of using the score. To learn more, read our guide on using NPS surveys to create the best customer experience.

Sending out your NPS survey online lets you rapidly get responses and calculate your NPS score. Let’s say you’ve received 100 responses from your customers. We’ll turn this figure into an NPS percentage. You can compare this NPS to other companies, your industry benchmark, or the previous NPS figure you’ve generated.

The NPS system will provide a percentage based on the proportion of respondents that fall into the detractors, promoters, and passives categories. To calculate the percentage, follow these steps:

  1. Collect all survey responses into one centralized location, like an Excel spreadsheet.
  1. Categorize your respondents into the detractor, promoters, and passives groups.
  1. Add up the total number of responses from each of these categories.
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