Based on the question "How likely are you to recommend this company to a friend or colleague?"
Respondents submit a rating between 0 (not at all likely) and 10 (extremely likely). Depending on their evaluation, customers fall into one of three categories to establish an NPS score:
- Promoters respond with a score of 9 or 10. These are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with the service, but not enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you.