FAQ: What do the Referral and NPS® ratings represent?

by Phil A.

Every Comment Card includes a question where respondents are asked to rate their likelihood to recommend your website on a scale from 0 (Not at all likely) to 10 (Extremely likely).   The “Referral” rating represents the average of the ratings provided by your respondents for this question during the time period that you selected. 

NPS® stands for “Net Promoter Score®”, and this rating is derived from the ratings that were provided by your respondents to the “Referral” question in your Comment Card.  It is calculated as follows:

Net Promoter Score® = % of those who provided a rating of 9 or 10 (“Promoters”) - % of those who provided a rating of 0 to 6 (“Detractors”)


* Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

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