{"id":5737,"date":"2026-06-16T05:23:48","date_gmt":"2026-06-16T05:23:48","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=5737"},"modified":"2026-06-16T05:23:48","modified_gmt":"2026-06-16T05:23:48","slug":"nps-question-zoho-survey","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/nps-question-zoho-survey\/","title":{"rendered":"NPS Question"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n.gt-type-badge{display:inline-block;background:#0A1628;color:#fff;font-size:.75rem;padding:3px 10px;border-radius:20px;margin:0 0 24px;font-family:'DM Mono',monospace}\n<\/style>\n<div class=\"gt-body\">\n<span class=\"gt-type-badge\">Business Term<\/span><\/p>\n<div class=\"gt-def\">NPS is one of the most widely benchmarked metrics in customer experience, which means your score only has meaning relative to your industry average and your own historical trend. Zoho Survey calculates and tracks both automatically, but the score alone is actionable only when paired with follow-up open text that explains why respondents rated as they did.<\/div>\n<div class=\"gt-section\">\n<h2>How NPS Question Works in Zoho Survey<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>When to Use NPS Question<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Key Considerations for NPS Question<\/h2>\n<p>The standard NPS question wording is &#8220;How likely are you to recommend us to a friend or colleague?&#8221; 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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>India Example:<\/strong> A Pune B2B software firm sends a quarterly NPS survey to all active accounts using Zoho Survey. The NPS question is followed by one open text question asking for the main reason for the score. The customer success team reviews Detractor responses within 24 hours and logs follow-up actions in Zoho CRM, reducing churn in the subsequent quarter.<\/div>\n<div class=\"gt-related-pills\">\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/question-type-zoho-survey\/\" class=\"gt-related-pill sp-content-link\">Question Type<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/piping-zoho-survey\/\" class=\"gt-related-pill sp-content-link\">Piping<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/response-collector-zoho-survey\/\" class=\"gt-related-pill sp-content-link\">Response Collector<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How does Zoho Survey calculate and display the Net Promoter Score?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can Zoho Survey track NPS trends over multiple survey waves?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>An NPS Question in Zoho Survey is a 0-to-10 scale asking how likely a respondent is to recommend your product, producing a Net Promoter Score from the<\/p>\n","protected":false},"template":"","meta":{"seo_title":"NPS Question | Zoho Survey Glossary","seo_description":"An NPS Question in Zoho Survey is a 0-to-10 scale asking how likely a respondent is to recommend your product, producing a Net Promoter Score from the","seo_keyword":"nps question zoho survey","seo_faqs":"[{\"q\": \"How does Zoho Survey calculate and display the Net Promoter Score?\", \"a\": \"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). 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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.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1284],"class_list":["post-5737","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-survey"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/5737","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=5737"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=5737"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}