NPS stands for Net Promoter Score. It is a private feedback survey that asks your customers one simple question: How likely they are to recommend you and your office to others.
NPS feedback is private by default. It does not appear on your public RateMyAgent profile unless you ask the customer separately through Reviews and they consent.
This article gives you a quick overview of how NPS works on RateMyAgent. Use the links at the bottom of the article to go deeper on any topic.
How NPS works in 30 seconds
Once a sale (or lease) is confirmed, we send your customer a short survey on your behalf. They give a score from 0 to 10 and can leave optional written feedback. You see the results in your office dashboard.
If your office uses Easy Reviews, NPS rides along with the review request as one combined ask. Your customer gets one email, one form, one reminder cycle. If your office does not use Easy Reviews, NPS sends on its own at sale confirmation. See How NPS surveys are sent for the full timing detail.
What the score means
NPS sorts customers into three groups based on their score.
Promoters scored 9 or 10. They are likely to recommend you.
Passives scored 7 or 8. They are satisfied but not necessarily fans.
Detractors scored 0 to 6. They may discourage others from working with you.
We calculate your NPS as % Promoters − % Detractors. Scores range from −100 to 100.
NPS score widget on the office dashboard showing overall score, response counts, and the band the office sits in
What good looks like
70 and above : excellent
30 to 70 : great
0 to 30 : good
Below 0 : room to improve
NPS and reviews, one feedback journey
We have unified NPS and RateMyAgent reviews into a single feedback flow. Your customers receive one coherent request instead of two separate ones, weeks apart. You still get NPS scores and public reviews, just through a smoother experience for the customer.
Customer view when only NPS has been requested
Where to go next?
Setting up NPS: How to turn NPS on, choose your automation level, and connect a CRM if you have one.
How NPS surveys are sent: How the timing works, channels, and what your customer receives.
Reading your NPS dashboard: Where to find your scores and feedback.
Data completeness: Making sure we can actually reach your customers.
NPS FAQ & Glossary: Setup, exceptions, edge cases and terms used across our NPS articles.
NPS® is a registered trademark of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld