Net Promoter Score®
Last updated
Last updated
(c) 2024 Data Illusion Zumbrunn. All rights reserved. Reproduction strictly forbidden.
The Net Promoter Score also called NPS is calculated based on responses to an NPS question.The scoring of this type of question's answers is based on scale of 0 to 10. The primary objective of the Net Promoter Score is to predict customer loyalty and satisfaction.
Respondents who answer with a score of 0 to 6 are labeled as Detractors, these are the less valued respondents which are showing the less interest. Respondents with 7 and 8 answers scores are labeled as Passives. Respondents who select an answer with score of 9 to 10 are called Promoters, and are considered to exhibit the most value like buying more, remaining customers for longer, and making more positive referrals to other potential customers.
The NPS is calculated by subtracting the percentage of respondents who are Detractors from the percentage of respondents who are Promoters. The resulting score is a whole number that ranges from -100 to 100, a positive NPS is considered as good.
Each bar is the total of respondents that were classified in that category.
The NPS score can be found on the left surrounded by the NPS respondent categories based on their answers percentage.
