How NPS is calculated in Kula

Last updated: September 26, 2026

Kula automatically calculates a Net Promoter Score (NPS) from candidate and hiring-manager survey responses, using the standard NPS formula. This article explains how the number is derived and where to find it.

Who can do this: Anyone with access to Custom Reports or the Executive Dashboard can view NPS metrics. Creating and publishing the surveys that feed NPS requires the Manage Surveys permission (Admin, Super Admin by default).

Where to find it: Custom Reports (dedicated NPS blocks) and the Executive Dashboard. Raw responses live under Settings → Jobs & Requisitions → Surveys → Submissions, or per job under Jobs → More → Survey in job.

How the score is calculated

Every Kula survey includes a mandatory NPS rating question, on a 0–10 scale, asked once per survey. Respondents are bucketed based on their rating:

  • Promoters: 9–10

  • Passives: 7–8

  • Detractors: 0–6

NPS = % Promoters − % Detractors, which puts the score on a scale from -100 to +100. Passives don't count toward the score either way — only the promoter and detractor percentages move the number, so a survey with mostly 7s and 8s (a good-looking average, if you eyeballed it) can still produce a modest or even negative NPS.

Where NPS shows up

  • Candidate NPS (overall) and Candidate NPS over time

  • HM NPS (overall) and HM NPS over time (for hiring-manager surveys)

  • NPS breakdown tables

  • All of the above can be grouped or broken down by Time, Survey, Job, Job Stage, Recruiter, Hiring Manager, Department, Office, or Work Type

  • NPS blocks are also included directly in the Executive Dashboard

Good to know

  • NPS blocks only reflect Published surveys with at least one response — a survey still in Draft, or one nobody has answered yet, won't contribute a meaningful number.

  • Don't ask Conversational Analytics for your NPS number. Internal QA has confirmed Conversational Analytics fabricates NPS, satisfaction, and similar metrics — inventing a specific figure plus fake supporting data (response counts, promoter/detractor splits) rather than declining when it doesn't have real numbers. For NPS, always use Custom Reports or the Executive Dashboard, never a Conversational Analytics answer.

Need help?

If you have questions or need assistance, reach out to us at support@kula.ai or use the in-app chat.