How NPS Is Determined
Customers respond on a 0 to 10 point scale for how likely they are to recommend you someone and their responses help form your Net Promoter Score. To calculate your company’s NPS, take the percentage of customers who are Promoters (rate you 9 or 10) and subtract the percentage who are Detractors (rate you 6 or below).
Responses are categorized into 3 types:
• Promoters rate you a 9 or 10 and are happy, loyal customers that will keep doing business with you and refer you to others. They provide and fuel growth for your business.
• Passives rate you a 7 or 8 and are satisfied customers but less likely to refer you and more likely to be swayed to another business if reached with the right offer or message.
• Detractors rate you at a 6 or lower and are unsatisfied customers that can damage your brand and business with negative word-of-mouth and even negative online reviews.