What’s the NPS?

The Net Promoter Score (NPS) or Net Promoter Rate (NPR) is an indicator of customer loyalty to a company based on an index that ranges from -100 to 100.

How do you calculate the NPS?

To calculate your NPS score, take the percentage of promoters (scores of 9 or 10 on the intent to recommend question) and subtract the percentage of detractors (scores of 0 to 6 on the intent to recommend question). Note that passives (scores of 7 or 8) are excluded from the calculation

What are the differences between the detractors/passives/promoters?

1. Promoters (scores of 9 or 10) are loyal customers who will continue to buy your products and recommend them to others, thereby fuelling your business’ growth.

2. Passives (scores of 7 or 8) are customers who are satisfied but unenthusiastic and vulnerable to competitive offers.

3. Detractors (scores from 0 to 6) are dissatisfied customers who can damage your brand image and hinder your growth through negative word-of-mouth.