NET PROMOTER SCORE SURVEY AND REVIEW WORKSHEET
ShowMeYourSaaS — October 26, 2026
Guide: https://showmeyoursaas.com/articles/net-promoter-score/

METHOD ATTRIBUTION
Core question and scoring: Bain's Net Promoter System.
https://www.netpromotersystem.com/about/measuring-your-net-promoter-score/
NPS terminology belongs to its respective owners. The planning fields and
follow-up questions below are our original worksheet.

STANDARD CORE ITEM — USE A CONSISTENT SCALE AND PRODUCT NAME
How likely are you to recommend [product] to a friend or colleague?
Scale: 0 through 10.
Endpoints: 0 = not at all likely; 10 = extremely likely.
Promoters: 9 or 10. Passives: 7 or 8. Detractors: 0 through 6.

DEFINE THE WAVE BEFORE SENDING
Purpose: overall relationship / a specific experience / other defined research
Product, version, and relevant customer job:
Eligible population and opportunity to experience the product:
Respondent unit: people or accounts (state any account-weighting rule):
Roles included: user, administrator, buyer, other:
Invitation channel and dates:
Response cutoff:
Rules preventing duplicate responses and overlapping invitations:
Follow-up permission and handling of identifiable information:

ORIGINAL OPTIONAL FOLLOW-UPS
1. What experience most influenced the rating you chose?
2. What were you trying to accomplish on your most recent visit?
3. What, if anything, made that task harder than it needed to be?
4. What should we preserve because it already works well for you?
5. Optional: may we contact you to understand this response?

CALCULATION
NPS = (promoters - detractors) / all valid ratings × 100
Equivalent: percentage promoters minus percentage detractors.
Passives remain in the denominator.
Skipped ratings: count separately; exclude from valid ratings.
No valid ratings: NPS is undefined, not zero.
Report NPS as a score from -100 to +100, not a percentage.

ORIGINAL FICTIONAL EXAMPLE — NO REAL CUSTOMER RESULTS
Eligible invitations: 80
Valid ratings: 20
Promoters: 12 = 60%
Passives: 5 = 25%
Detractors: 3 = 15%
NPS = (12 - 3) / 20 × 100 = 45
Response rate = 20 / 80 × 100 = 25%
One passive becoming a promoter changes this wave by 5 NPS points.
Views of 60 nonrespondents: unknown.

REVIEW THE DISTRIBUTION
Counts and score:
Skipped ratings and nonrespondents:
Account/role coverage:
Comparison wave and differences in timing, population, or wording:
Recent experiences supporting an interpretation:
Alternative explanations:
Relevant task-completion, renewal, and retention evidence:

FOLLOW-UP DECISION LOG
Issue / permitted source reference / owner / next action / expected evidence /
review date / outcome / remaining uncertainty.
Do not infer referrals, churn probability, or product-market fit from NPS alone.
Help with an unresolved customer task before requesting a public endorsement.