Net Promoter Score asks this simple questions “How likely is it that you would recommend our company to a friend or colleague?” on a scale of 1-10.
Based on their responses, customers are categorized into one of three groups:
- Promoters (9-10 rating)
- Passives (7-8 rating)
- Detractors (0-6 rating).
The percentage of Detractors is then subtracted from the percentage of Promoters to obtain a Net Promoter score.