NPS is calculated from Likelihood to Recommend responses and is a useful read on customer advocacy. Because NPS is widely used across industries, it is most valuable interpreted in context — benchmarks tell you whether your score reflects a differentiated experience, category-average performance, or a relative gap that deserves attention.
AVAILABLE BY PLAN — NPS NPS tracking is available on Advanced (Overall) and Pro (Expanded, with deeper trending and benchmarking). If advocacy is a key metric for your team, this is a common reason to move up from Growth.
Reading Your Score Against Benchmarks
Above category benchmark: customers are more likely to recommend you than the typical merchant in your space
At category benchmark: you are at the category average, with no clear differentiation
Below category benchmark: even if your absolute score looks fine, underperforming peers signal a relative gap – review detractor comments
Use the Circle of Excellence as a long-term target: at or above it, focus shifts from improvement to consistency; within 5–8 points, reading passive comments is often the highest-ROI analysis; well below, close the gap to your category benchmark first.
How to Review Detractor and Passive Feedback
Navigate to Comments in the sidebar
In the left filter panel, locate Likelihood to Recommend for POS and FF
Select lower scores to isolate detractor and passive feedback (scores 1 – 7)
Review comments in the platform or export them for deeper analysis
TIP A strong-looking NPS score can still mask a meaningful benchmark gap. Always evaluate NPS in context, then use comments to understand what is holding advocacy back.
Getting Started
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Surveys & Customer Feedback
Digging Into Your Data
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