Net Promoter Score Methodology Explained
NPS is calculated based on customer responses to single question:
How likely is it that you would recommend our product, service or brand to a friend or colleague?
Respondents select a score from 0 to 10 that best reflects their answer:
The categories are based on the customers’ attitudes and their meaning to their future patronage of your products or services:
Detractors are unhappy customers who can damage your brand
Passives are satisfied but unenthusiastic customers
Promoters are loyal customers who will keep using your services and refer others
NPS is then calculated by subtracting the number of Detractors from the number of Promoters, dividing the difference by the total number of responses and multiplying the result by 100:
NPS scores range from -100 to 100 with the scores at the high end of the scale indicating exceptional performance on customer satisfaction:
