Summary
This Troubleshooting / FAQ article explains how Net Promoter Score (NPS) is calculated, classified, and visualized within the Loop Experience Platform by Benbria. NPS measures customer brand advocacy and long-term loyalty by categorizing feedback on a standard 0-to-10 scale into Promoters, Passives, and Detractors. Platform administrators, location managers, and department leads can use this guide to interpret NPS scores across Dashboard Projects and Survey Insights.
Prerequisites & Permissions
Primary Audience: Platform Administrators, Location Managers, Department Leads, and Benbria Internal Staff.
Frequently Asked Questions & Technical Details
Q1: What is Net Promoter Score (NPS) and how is the question structured?
A: Net Promoter Score (NPS) evaluates long-term customer loyalty and likelihood to recommend your brand. In the Loop Experience Platform, NPS is captured using a standardized 11-point numeric scale (0 to 10) driven by the core question:
"On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?"
Q2: How are respondent cohorts classified on the 0–10 scale?
A: Submissions are automatically grouped into three distinct respondent cohorts:
Promoters (Rating 9–10): Highly satisfied, loyal advocates who drive growth and spread positive word-of-mouth.
Passives (Rating 7–8): Satisfied but neutral customers who are vulnerable to competitive offers.
Detractors (Rating 0–6): Dissatisfied customers who may impede growth, submit formal complaints, or spread negative word-of-mouth.
Q3: What is the exact mathematical formula for calculating NPS?
A: The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters:
NPS Score = % of Promoters - % of Detractors
The resulting score ranges from -100 (where every respondent is a Detractor) to +100 (where every respondent is a Promoter).
💡 TIP: While Passives (7–8) do not directly alter the net subtraction, they are included in the Total Survey Respondents count. Increasing the volume of Passives lowers the relative percentages of both Promoters and Detractors.
Q4: How is NPS visualized in Dashboard Projects and Survey Insights?
A: The platform provides dedicated visualization components for tracking NPS:
NPS Breakdown Panels: Display the net score prominently alongside a visual ratio bar showing the exact breakdown of Promoters, Passives, and Detractors.
Time-Series Trendlines: Track how NPS fluctuates over days, shifts, or months to evaluate operational changes.
Multi-Location Comparison: Slices NPS by Location, Location Group, or channel to highlight top-performing physical sites.
⚠️ NOTE: NPS measures overall brand advocacy rather than short-term transaction satisfaction. For evaluating immediate touchpoint quality (e.g., meal quality or front desk service speed), pair NPS with CSAT or CES questions.