With our NPS (Net Promoter Score) survey feature, Program Coordinators can quickly measure program satisfaction using a standalone NPS survey or by including the NPS question in an Impact or Pulse Check survey. NPS is a simple, widely recognised metric for capturing satisfaction by asking one fixed question:

“How likely are you to recommend this mentoring program to a friend or colleague?”

Participants respond on a scale of 0–10 (and can add an optional comment), which contributes into the program’s overall NPS score. As a program coordinator, you can use your NPS score to demonstrate the ROI of your program, recruit new participants, or identify areas for improvement.

The NPS survey template is available to all Program Coordinators in the Sentiment page. Enterprise customers may also include an NPS question in any of their other survey templates.

Why send an NPS survey?

NPS helps you to:

• Benchmark your program satisfaction - track your NPS score over time to see whether program improvements you’re making are moving the needle.
• Comparing program formats - If you run multiple mentoring programs (e.g. cohort and always-on programs), NPS helps you to compare the relative participant satisfaction of each program.
• Storytelling & advocacy - High NPS scores are a great metric to share with leadership, funders, or in your marketing to demonstrate program value.
• Identifying champions - Promoters (9–10 scores) can become great case study candidates, advocates, or mentors for future cohorts you may launch.
  Setting a baseline - Even if the first score isn’t as high as hoped, it provides a baseline to measure future program improvements against.

What does the NPS scoring system mean?

When participants answer your NPS question, they fall into three groups:

• Promoters (9–10): Enthusiastic supporters of your program who are most likely to recommend it to others.
• Passives (7–8): Generally satisfied but may not be enthusiastic enough to actively promote the program.
• Detractors (0–6): Unhappy or disengaged participants who may not recommend the program.

Your NPS score is calculated as: % Promoters – % Detractors = NPS

The NPS score ranges from –100 to +100.

What’s a “good” NPS?

• -1 and below: Needs improvement as it indicates dissatisfaction.
• 0: Neutral. There is an even number of promoters and detractors, or all passives.
• 1 - 30: Good, showing a positive satisfaction trend.
• 31 - 70: Strong, indicating healthy participant satisfaction
• 71 and above: World-class - rare, but possible!

💡 Tip: Don’t worry if your score isn’t sky-high straight away. The real value is in tracking how your score changes over time and using the insights to strengthen your program.

How often should you send it?

Mentoring programs can vary in length, so timing matters. We recommend avoiding sending an NPS survey too early, as participants need time to get to know your program. Wait until participants have had at least 4 - 6 weeks of experience with your mentoring program, before sending out your first NPS survey to gather a baseline metric.

Depending on your program length and type, you might choose the following cadence:

• Cohort programs (e.g. 6 - 12 months fixed term): Send your NPS 2 - 3 times throughout your program, spaced out.
• Always-on programs: Pick regular intervals, such as every 3 or 6 months, so you can monitor long-term satisfaction without over-surveying.

💡 Tip: The NPS survey is intended specifically to measure your participant's likelihood to recommend your mentoring program to others, and is used globally as a metric for satisfaction.  Avoid survey titles that refer to other unrelated topics. This keeps responses focused and accurate on your program’s NPS score. You can use our Pulse Check or Impact surveys to gather feedback on other topics or questions.