Voice of customer
On-site NPS
The recommendation question, on the standard nought to ten scale, asked on your own site at the moment it is worth asking.
NPS measures loyalty by asking how likely somebody is to recommend you, on a scale of nought to ten. Pertento ships the standard question rather than an empty field, because an NPS question that does not ask about recommending is not NPS whatever scale it renders, and that is the mistake people make most often when they build one themselves.
The headline number is the net score: the share of promoters, who answered nine or ten, minus the share of detractors, who answered six or below, expressed on a scale from minus a hundred to a hundred. Sevens and eights are passives and count towards the total without moving it in either direction.
It is best asked after something has actually happened, a completed purchase or a support interaction, rather than on arrival. A score given by somebody who has not yet experienced anything is a measurement of your brand, not of your site.
Because the score is a net figure rather than an average, the console labels it as one. Reporting all three instruments under a single "score" field would be a lie about two of them.