The NPS Question type in Zoho Survey presents a 0-to-10 numeric scale with anchors at 0 (Not at all likely) and 10 (Extremely likely). Zoho Survey automatically segments respondents into three groups: Detractors (0 to 6), Passives (7 to 8), and Promoters (9 to 10). The Net Promoter Score is calculated as the percentage of Promoters minus the percentage of Detractors, producing a score between minus 100 and plus 100. The survey analysis tab displays this score prominently alongside the response distribution chart.
Use the NPS Question when you want a single, trackable loyalty metric that can be compared over time and, where data is available, against industry benchmarks. It is most effective in post-purchase surveys, post-support surveys, and periodic relationship health checks. Pair the NPS question with one open text follow-up asking the reason for the score: without the qualitative context, the numeric score tells you whether sentiment is improving or declining but not why. Avoid using NPS as the only question in a survey if you need actionable diagnostic information.
The standard NPS question wording is “How likely are you to recommend us to a friend or colleague?” Zoho Survey uses this phrasing by default, but you can customise the question text. Changing the wording significantly alters comparability with published industry benchmarks. NPS scores tend to be inflated when surveys are sent immediately after a positive interaction; for a representative score, send surveys at neutral points in the customer journey. NPS is a registered trademark; if you publish scores externally, be aware of the context in which the term is used.
Zoho Survey automatically calculates the NPS by subtracting the percentage of respondents who scored 0 to 6 (Detractors) from the percentage who scored 9 to 10 (Promoters). Respondents who scored 7 or 8 (Passives) are excluded from the calculation. The result is displayed in the survey analysis dashboard as a score between minus 100 and plus 100, alongside a distribution breakdown showing the count and percentage in each segment.
Yes. If you run the same NPS survey repeatedly and keep responses in Zoho Survey, you can compare the NPS score across survey instances in the analysis view. For more structured trend tracking, exporting responses to Zoho Analytics and building a time-series chart allows you to visualise NPS movement over months or quarters alongside other business metrics collected in the same period.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.