NPS questions
How InviziPoll's NPS question works: the fixed 0 to 10 range, the promoter and detractor bands, and why a small team needs the counts, not the score.
On this page
An NPS question has no range for you to set. That is the feature, not a missing field: promoter and detractor bands only mean anything on a 0 to 10 scale, so the range is part of the type's definition rather than a setting you can get wrong.
An NPS question asks the one recommendation question on a 0 to 10 scale: "How likely are you to recommend us as a place to work?" When it is asked of employees rather than customers the result is usually called eNPS. InviziPoll computes the score, the three bands and the counts behind them for you, so nothing about the metric depends on your reading the chart correctly.
Setting one up
Add a question in the poll wizard and pick Net promoter score (0–10). There are two fields:
- The prompt, up to 200 characters. Ask the recommendation question and nothing else. A question that bundles "and why" produces answers to whichever half the respondent noticed.
- Optional end labels, up to 60 characters each. They default to Not at all likely and Extremely likely, which is the standard wording and is usually the right choice.
There is no minimum, no maximum and no step count, because there is nothing to choose. If you want a rated question with your own range, add an ordinary Scale question instead and label its ends yourself; see creating your first poll.
What a respondent sees
Eleven buttons, 0 through 10, with the end labels underneath. Every button is in the tab order and works on Enter or Space, and the group is announced as a single control with its range, so the question is answerable without a mouse.
How the score is worked out
Answers fall into three bands, and the score is the difference between the outer two:
| Band | Answers | Counted as |
|---|---|---|
| Promoters | 9 to 10 | positive |
| Passives | 7 to 8 | neither |
| Detractors | 0 to 6 | negative |
The score is the percentage of promoters minus the percentage of detractors, rounded to a whole number. It ranges from -100, where everybody is a detractor, to +100, where everybody is a promoter. Passives count in the denominator and in neither percentage, which is why a poll full of 7s and 8s scores near zero rather than in the middle.
Reading the results
Once the poll clears its anonymity threshold, the panel shows the score, the range, the response count, and a bar split into the three bands. The bar carries a text description of the same split for screen readers, so the counts are readable without interpreting colour.
The bands and the score also travel wherever the aggregates do: the CSV export, the PDF report, a shared results slice, and the wave-over-wave trend on a recurring series.
A 0 to 10 scale gets the same figures
The band arithmetic is applied to any question whose range is exactly 0 to 10, whether it is an NPS question or an ordinary scale. So an older poll built before this type existed still shows its eNPS, and nothing needs migrating.
This is also why an import never turns a rating into an NPS question. A source 0 to 10 rating might be a recommendation question or might be a satisfaction rating, and the two read differently; guessing would relabel your question on your behalf. Rating scales from other tools arrive as scales, keep their configured range, and still show the score when that range happens to be 0 to 10. See importing questions from another tool.
Small teams need more care, not less
A score is a percentage, and a percentage of eleven people moves eleven points when one person changes their mind. Two things follow.
Read the band counts rather than the score when the group is small. "Two promoters, two passives, two detractors" is a description of what happened; "0" is a summary that hides it, and the two are the same data.
Do not report an eNPS for a group small enough that the counts identify people. The unlock threshold and the cohort floor both apply here exactly as they do to any other question, and a score published for a team of six is a score about six named people. There is more on this in what is eNPS.
Writing one with AI
The AI poll builder can author an NPS question, and asking for an eNPS pulse produces one rather than a 0 to 10 scale. An Improve pass on an existing NPS question can rewrite the wording but cannot change its type or its range: rewriting the question that carries your headline metric into something else is the failure that lock exists to prevent. See AI poll building.