220 responses.
Executive Summary
220 respondents · NPS +4
This NPS study surveyed 220 respondents, yielding an overall score of +4 (Average) — 29.5% Promoters, 44.5% Passives, and 25.9% Detractors. Critically, this tracks real behavior: Promoters report 100% repurchase intent versus only 19.3% among Detractors — the NPS score is not just sentiment, it predicts what customers actually do next.
The share who would recommend, minus the share who would not. It sits between −100 and +100.
| Metric | Value |
|---|---|
| Respondents | 220 |
| Survey period | 2026.05.11 – 2026.06.01 |
| Net Promoter Score | +4 (Average) |
| Promoters (9–10) | 65 (29.5%) |
| Passives (7–8) | 98 (44.5%) |
| Detractors (0–6) | 57 (25.9%) |
Interpretation
65 would recommend, 98 are neutral and 57 would not. A higher score means promoters outweigh detractors. Look at what the 44.5% neutral customers experienced too — that is where an improvement can turn into a recommendation.
How many people chose each score from 0 to 10. The colour shows which group it falls into.
Interpretation
NPS of +4 is considered Average. Promoters outnumber Detractors — more customers are likely to recommend than to discourage others.
Recommendation intent by how long they've been a customer, how often they use the product, and any other segment picked in the config panel.
Which aspect respondents said most influenced their score.
The other questions in the same survey, split by group. Useful for finding which part of the experience to improve.
| Group | Repurchase intent | Actually recommended | Wrote negative review |
|---|---|---|---|
| Promotersn=65 | 100% | 91.8% | 11.5% |
| Passivesn=98 | 84.7% | 64.9% | 27% |
| Detractorsn=57 | 19.3% | 40% | 80% |
Interpretation
Promoters' repurchase intent (100%) is far higher than Detractors' (19.3%) — NPS is tracking real purchase behavior here, not just sentiment.
The same customers, asked again, would not give exactly this number. This is the range it would fall in.
Score
+4
Range (± 1.96 SE)
-5.8 ~ 13.8
Range (resampled 2000×)
-6.4 ~ 13.6
One person moves it by
0.455
Interpretation
With 220 responses the score sits in -5.8 to 13.8, a band 19.6 points wide, and a single respondent changing bucket moves it by 0.455. Read a change smaller than that band as not yet separable from who happened to answer.
Action points generated directly from the analysis results above.
Overall NPS is +4 (Average) — 29.5% Promoters, 44.5% Passives, 25.9% Detractors.
More than 5 years customers have the lowest NPS (-53) — the segment most at risk of churn.
"Product quality" is the most-cited driver of scores (35% of respondents) — the single biggest lever for moving NPS.
Promoters' repurchase intent (100%) is far higher than Detractors' (19.3%) — NPS is tracking real purchase behavior, not just sentiment.
80% of Detractors have actually written a negative review — this is a direct reputational risk, not a hypothetical one.
Track this same survey on a regular cadence (as waves in a Survey Series) to see whether the interventions above actually move the score.
NPS = Promoters% − Detractors%. Promoters: 9–10; Passives: 7–8; Detractors: 0–6. Repurchase intent = top-2-box on the repurchase-likelihood question. n = 220.