What is NPS Scale

April 9, 2025

What is the Scale of NPS?

NPS typically uses a 0-10 scale, where:

Score Range Category Meaning
0 to 6 Detractors Unhappy or dissatisfied
7 to 8 Passives Satisfied but not enthusiastic
9 to 10 Promoters Loyal and enthusiastic

This range allows businesses to clearly categorize customers into Promoters, Passives, and Detractors.

What Scale to Use for NPS?

The standard 0-10 scale is recommended for NPS. This scale is intuitive for respondents and provides a clear segmentation of customer feedback. It is also universally accepted, making it easier to benchmark scores across industries.

Why Use a 0-10 Scale for NPS?

Using a 0-10 scale aligns with human psychology, as people are familiar with rating systems that range from poor (0) to excellent (10). This scale is also culturally neutral, ensuring that responses are comparable across diverse demographics.

Alternative Scales for NPS

While the 0-10 scale is standard, some organizations experiment with alternative scales like 1-5 or 1-7. However, these alternatives often lack the granularity and benchmarking capabilities of the 0-10 system.

How to Interpret NPS Scores

NPS scores can range from -100 to +100:

  • Positive NPS: Indicates more Promoters than Detractors.
  • Negative NPS: Indicates dissatisfaction among customers.
  • Neutral NPS: A balance between Promoters and Detractors.

Industries often set benchmarks, with scores above 50 considered excellent.

How NPS Scores Drive Business Decisions

NPS insights help businesses:

  • Identify unhappy customers and address their concerns.
  • Understand what Promoters value most.
  • Focus on strategies to convert Passives into Promoters.

Benefits of Using the Standard NPS Scale

The universal adoption of the 0-10 scale offers:

  • Easier benchmarking with industry peers.
  • Improved accuracy in identifying customer sentiment.
  • Simplified data analysis and reporting.

Best Practices for Collecting NPS Data

  • Timing is key: Send surveys shortly after customer interactions.
  • Keep it simple: Limit surveys to one or two questions.
  • Use multiple channels: Collect feedback via email, SMS, or in-app prompts.

NPS in Different Industries

Retailers use NPS to measure shopping experiences, while tech companies evaluate user satisfaction. For instance, a SaaS company might use NPS to identify features that delight or frustrate users.

Common Challenges in NPS Scaling

  • Misinterpretation of results: A score of 6 is often misunderstood as neutral, but it indicates dissatisfaction.
  • Outliers: Extremely low or high responses can skew results.

Tips to Improve NPS Scores

  • Deliver exceptional customer service.
  • Act on feedback promptly.
  • Train teams to prioritize customer experience.

Future Trends in NPS Scaling

As AI and machine learning advance, NPS tools will become more predictive, offering real-time insights into customer behavior and sentiment.

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Do you offer a free trial?

Yes! Qualifying firms can start with a free client survey for a limited number of contacts. Click the button below to see if your firm is a good fit and to get started.

Do you offer a free trial?

Yes! Qualifying firms can start with a free client survey for a limited number of contacts. Click the button below to see if your firm is a good fit and to get started.

Do you offer a free trial?

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FAQs

What is the right plan for my firm?

Our Expand package is great for starters or those with some experience management knowledge who want to start a program or take the next step. Transform is for those who want the most in-depth insights and best industry expertise.

How are your plans priced?

Our plans are customizable to fit the needs of professional service firms. They are subscription-based, renew annually and are tiered by the number of full time employees a client has.

Is there any flexibility to improve my base package?

Absolutely! We offer a wide range of customizable add-on features so you can create the solution that best fits your needs.

What kind of support does ClearlyRated provide?

Both packages include white glove onboarding. Beyond implementation, we offer Basic and Premium support. These two options cover everything from annual account reviews to 3-hour response time for communications.

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