# Measure your NPS. And hear why.

> Measure your Net Promoter Score in a short AI conversation. Febaso asks the reason behind every score, groups them into themes and tells customers what you did.

Web page: https://febaso.com/use-cases/nps · Updated: 2026-10-08

After the score, Febaso asks a follow-up. You see the score and the reasons behind it.

- Asks about every score
- Groups the reasons into themes
- Tells customers what you did

## What is NPS?

The Net Promoter Score measures how likely someone is to recommend you, on a scale from 0 to 10. A 9 or 10 is a promoter, a 7 or 8 is passive, and 0 to 6 is a detractor.

**How to calculate it.** % promoters minus % detractors = Your NPS, from −100 to +100

- **The number doesn't say why.** A 6 can be about the price, about support, or about something nobody saw coming. That's why Febaso asks for the reason after the score, and a follow-up when it stays vague.
- **Compare with yourself.** What counts as a good score differs per industry and per country. The movement from round to round says more than one number.

On the page: an NPS calculator. Enter the number of promoters, passives and detractors and it shows your NPS.

*NPS was created by Fred Reichheld in 2003. Net Promoter, NPS and Net Promoter Score are registered trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.*

## From one score to the reason.

1. **The questions are ready.** The NPS question, followed straight away by the question about the reason, with a follow-up when the answer stays vague.
2. **Customers answer in a conversation.** On their phone or computer, in their own language. First the score, then the why.
3. **You decide, they hear it.** Febaso lays out the reasons. You choose what to do, and whoever raised it gets a message.

## NPS, from start to finish.

Make an interview, take it as a customer and see what happens to your answer. Two minutes, with made-up data.

### What one round yields (Example data)

Northwind Summit 2026 · Northwind. Northwind, Marieke and every answer here are made up for this demo.

| Theme | Raised by | In their words |
| --- | --- | --- |
| Sessions: too many overlap | 186 attendees | "Two talks I wanted ran at the same time. I had to choose, and I picked wrong." |
| Programme: published late | 23 attendees | "The schedule came out two days before." |
| Lunch: long queues | 142 attendees | "Half an hour in line for lunch." |
| Networking: too little time | 97 attendees | "Great people, too little time to talk." |
| Speakers: worth the trip | 88 attendees | "The keynote alone was worth the trip." |

## A score that moves, and nobody knows why.

| Today | With Febaso |
| --- | --- |
| The NPS in a dashboard, the comments in an export. | The score and the reasons in one place, per theme. |
| The open field stays empty, or says "fine". | A follow-up until you know what someone means. |
| Hundreds of comments, nobody reading them. | Every answer read, with counts and quotes. |
| Customers never hear what you did with their score. | One message per theme to those who raised it. |
| After an improvement, you don't know if it worked. | The next round shows whether the theme got smaller. |

## Privacy and trust

- **Processing in the EU.** And never used to train AI models.
- **Anonymous when you choose.** You choose per interview whether answers are anonymous. Anonymous means you never see who said what.
- **Open about the AI.** Customers know from the first message that they are talking to an AI.
- **Traceable.** Every theme shows the count and the verbatim quotes.

[Read how we handle privacy](https://febaso.com/privacy)

## Frequently asked questions

### What is a good NPS?

Anything above 0 means more promoters than detractors. Beyond that, what counts as good differs a lot per industry and per country, so compare mainly with your own previous rounds. A score that rises, with reasons you know, says more than one high number.

### How often should you measure NPS?

Whenever something can change: every quarter, or after a moment that matters, such as the first months as a customer. Ask the same question every round, and you see per theme whether it grows or shrinks.

### What is the difference between NPS and eNPS?

eNPS asks employees the same question: how likely are you to recommend this organisation as an employer? The groups and the calculation are the same.

### Why a conversation and not a regular form?

A form records the score and an open field that often stays empty. In a conversation, Febaso asks for the reason, and a follow-up when it stays vague, up to three times per question. So you know what's behind a 6.

### Can I add my own questions?

Yes. The NPS question and the question about the reason are ready. You add your own questions and topics, or let Febaso write them based on what you want to know.

### Can I have NPS answers analysed that I already have?

Yes, with the Feedback Analyser: you hand over the open answers and get the themes back. Choose Analyse feedback as the reason in the form.

### What does it cost?

Setting up your first interview is free. After that it depends on the size of the round and the number of languages: email us roughly how many people you want to reach, and you'll hear back within one working day.

## Measure your NPS, and hear why.

Set up your first NPS interview yourself, for free. Rather talk first? Book an intro: thirty minutes about your situation, with a live demo.

- [Book an intro](https://febaso.com/use-cases/nps#contact)