BNI Insights: Understanding Regional NPS Scores

The Net Promoter Score (NPS) in BNI Insights reflects how likely surveyed members are to recommend BNI. Because the score comes from the members who respond to a survey—not from every member in the region—it is important to consider the survey sample and response rate when interpreting the result.

Where to find NPS in BNI Insights

Open BNI Insights and select the Regional dashboard.
On the Overview tab, find the Latest Month NPS and Rolling 3 Months NPS cards.
Use the region's Members count on the Overview tab to understand the approximate survey pool.
Open the Retain tab and hover over the NPS graph to review the monthly survey response rates.

How many members receive the survey?

NPS surveys are sent monthly to approximately one-sixth of the members in each region across the country. Only responses actually submitted are included in that month's NPS calculation.

Example	Calculation	Approximate result
Regional membership	Starting count	100 members
Members surveyed this month	100 ÷ 6	16 to 17 members
Survey response rate	20% of those surveyed	About 3 to 4 responses

Why this matters: In this example, the monthly NPS is based on only around three or four members' answers. A single response can therefore have a substantial effect on the score. This is one reason NPS may vary significantly from month to month.

How is NPS calculated?

Members are asked how likely they are to recommend BNI, using a scale from 0 to 10. Answers are grouped as follows:

Response	Rating	How it affects NPS
Promoters	9 or 10	Contribute to the promoter percentage.
Passives	7 or 8	Count as responses but are not added to either percentage.
Detractors	0 through 6	Contribute to the detractor percentage.

NPS = % of Promoters − % of Detractors

The result ranges from −100 to +100. NPS is a score, not a percentage.

Example: Four survey responses

Suppose four members respond: two are Promoters, one is Passive, and one is a Detractor.

Group	Responses	Share of responses
Promoters	2	50%
Passives	1	25%
Detractors	1	25%

NPS = 50 − 25 = +25. The Passive response is part of the four-response denominator, but it does not directly increase or decrease the score.

Latest Month NPS vs. Rolling 3 Months NPS

Metric	What it means
Latest Month NPS	The NPS calculated from responses for the latest month with available survey data.
Rolling 3 Months NPS	The average of the NPS scores for the most recent three months with available data.

For example, if the latest three monthly NPS scores were 60, 80, and 100, the Rolling 3 Months NPS would be (60 + 80 + 100) ÷ 3 = 80.

Note: The rolling result is an average of the monthly NPS scores, as described here; it should not be confused with combining all individual survey responses from three months into a single NPS calculation.

Why might my region's NPS change so much?

Small response samples: Only about one-sixth of regional members receive the survey in a given month, and not all of them respond.
Different members respond each month: Monthly survey responses may reflect a different mix of members and experiences.
Response-rate changes: A month with fewer responses can be particularly sensitive to one unusually high or low rating.
Rolling-period changes: As new monthly results are added and older ones leave the three-month view, the rolling score can change.

How to interpret your regional NPS

Before drawing conclusions from a high, low, or unexpectedly changing NPS:

Review the Latest Month NPS on the Regional Overview dashboard.
Compare it with the Rolling 3 Months NPS for additional context.
Check the region's current Members count to estimate how many members were invited to respond.
Go to Retain and hover over the NPS graph to see the monthly response rate.
Consider the approximate number of actual responses before treating a single month's score as a broad measure of regional sentiment.

Bottom line: NPS is useful feedback, but understanding who was surveyed, how many responded, and the difference between monthly and rolling results is essential to interpreting it accurately.