When assessing customer satisfaction, the question is: how detailed should your Net Promoter Score (NPS) be?   Many brands now use the 11-point scale (0–10); however, some still use the 5-point NPS scale.  Is it obsolete or useful in some cases?  Break it down.  This post will compare the two, explain where the 5-point version fits, and explain how Zykrr helps businesses determine the right scale for their customer insights journey.

Understanding the NPS 1–5 Scale Basics

The NPS 1–5 scale is a shorter, simpler Net Promoter Score approach.  Instead of rating respondents' propensity to suggest a product from 0 to 10, the 5-point variant uses 1–5.

The normal breakdown is:

These shorter surveys are popular with organisations that want faster feedback or customers that want simpler surveys.  This is employed in internal employee feedback and touchpoints where detailed differentiation isn't needed, according to Zykrr.

Less Nuance, Less Accuracy

Not all is well, though.  The 5-point version is fast and simple, but lacks complexity.  No obvious distinction exists between lukewarm users and true promoters. Sometimes the NPS 1 5 scale difficulties are there.  A survey response of “3” means what?  Leaning negative or on the fence?  Data ambiguity might make useful insights difficult. Zykrr solves this by adding qualitative feedback to numbers.  Many firms neglect to offer context in the open-text box after a "3".

When to Use NPS 1–5 Over 11-Pointer

There's no universal solution.  Global brands categorise their feedback tools.  As an example:

Use 5-point feedback for frontline customer service (fast responses, short attention spans).

Use 11-point for thorough brand loyalty studies.

Through its robust analytics dashboard, Zykrr allows this segmentation.  In multi-location or multi-language operations, it allows firms to switch between formats and compare information.

The NPS 1 5 scale is suitable for small firms and startups that need directional data rather than statistical significance.

Flexible NPS Solutions for All Scales by Zykrr

Zykrr is impartial.  The company values the complete 0–10 scale but realises that a 5 point NPS scale is sometimes more feasible.

Zykrr's versatile platform lets you:

Conduct A/B tests on the two scales. Filter data by segment, channel, or geography. Combine quantitative and qualitative replies for deeper insights. Match outcomes to customer journey stages.

And most importantly, you don't have to pick one permanently.  A 5-point survey can be upgraded to an 11-point style as your business expands and client interaction increases.

Conclusion

Your audience, platform, and goals determine whether you use the NPS 1–5 scale or the complete 11-point system.  Follow what makes your feedback actionable, not what's hot. Zykrr supports traditional and emerging feedback models.  Zykrr helps you listen better, adapt faster, and act smarter, whether you're starting a CX strategy or optimising an existing one.