I've looked for the answer across this site and survey sites like MeasuringU but haven't found an answer. Any help is appreciated!

I have a multiple question survey using NPS-style questions but applying to different parts of the customer experience.

  1. How likely is it that you would recommend this company to a friend or colleague?
  2. How likely is it that you would recommend this store branch to a friend or colleague?
  3. How likely is it that you would recommend your cashier to a friend or colleague?

Can I use the NPS calculation across both questions to create a single NPS? The idea is to take a ALL of the promotomer and detractors and use it to create a combined score. Mathematically or logically, why can/can't I do it?

I've seen other sites talk about variations on NPS, but nothing about aggregating questions.

  • $\begingroup$ Although you can do it, the NPS is already so crude that it would be worth seriously considering a more suitable analysis of the survey. $\endgroup$
    – whuber
    Jul 19, 2022 at 22:33
  • $\begingroup$ Thanks for the answer. Mathematically, what is your reasoning? $\endgroup$ Jul 21, 2022 at 18:46
  • $\begingroup$ It reduces the precision by a factor of almost $3$ by condensing a 1-10 scale into a three-level scale. When you do that to two questions you are giving up a lot of information you might otherwise be able to exploit. $\endgroup$
    – whuber
    Jul 21, 2022 at 19:34


Your Answer

By clicking “Post Your Answer”, you agree to our terms of service and acknowledge that you have read and understand our privacy policy and code of conduct.

Browse other questions tagged or ask your own question.