Measure customer loyalty and understand how likely your customers are to recommend you.

Net Promoter Score (NPS) is a widely-recognised loyalty metric that answers one critical question: How likely is your customer to recommend you to others? It ranges from -100 to +100, with higher scores indicating stronger customer advocacy.

Hellopeter collects your NPS automatically. A few days after a review is written about your business, Hellopeter emails the reviewer and asks: "How likely are you to recommend this business to a friend or colleague?" They respond on a scale of 0-10, and their answer is used to calculate your overall NPS. There is nothing required from you.

NPS divides customers into three groups based on their response:

Loyal enthusiasts who will keep buying and recommending to others, fuelling growth.

Satisfied but unenthusiastic customers who may be vulnerable to competitors within your industry.

Unhappy customers who can damage your business and its growth through negative word-of-mouth.

For example, if there were 100 responses, 60 Promoters, 30 Passives, and 10 Detractors:

Passives are not included in the calculation because they're neutral.

Your NPS score can range from -100 to +100. Here's what different score ranges mean:

Your detractors outnumber your promoters. This is a sign that your business should focus on understanding and improving customer satisfaction levels. Customers are unlikely to buy from you again.

You have more promoters than detractors - a good foundation. You understand your customers and they are satisfied with your service, but there's still room for improvement.

Your customers are highly satisfied. You have a clear grasp on what your customers need. Your customers are loyal and enthusiastic about your service.

Exceptional customer loyalty. Customers love you, and your business is getting significant positive word-of-mouth from referrals.

Navigate to Insights > NPS to see your current score, breakdown by customer segment, and trends over time.

Your main metric shows your current NPS score, calculated from reviews in the selected date range that have a corresponding NPS score, with a trend indicator (% change versus the previous period).. A colour-coded badge shows which band you're in.

This metric shows the number of reviews in the selected date range where there is a corresponding NPS score.

A stacked progress bar visually displays your Promoter/Passive/Detractor split. Hover to see exact counts and percentages for each group.

This line chart shows your NPS trend across your selected period. Use date range presets to compare performance across time windows.

Filter by star rating - Click a star rating (1-5) to see NPS data only for customers who left that rating. This reveals whether low ratings correlate with detractor sentiment, or if some 4-star reviewers are actually Promoters.

NPS improvement requires addressing root causes of dissatisfaction:

Analyse Detractor feedback - Read reviews from customers who rated 0-6. What complaints recur? Fix the underlying issue.

Engage Passives - Reach out personally to Passive-segment customers. Small gestures or service improvements can move them to Promoter status.

Celebrate Promoters - Thank them publicly or privately. They're your brand ambassadors - nurture the relationship.

Close the loop - Respond quickly and constructively to all feedback. Show customers you take concerns seriously.

Measure consistently - Track NPS monthly or quarterly to see whether your changes are working. Small improvements compound.

If you haven't received enough NPS responses, the page displays an empty state. Click Collect your first review to invite customers to review and respond to the NPS question.