<\/span><\/h2>\nThe Net Promoter Score calculation is easy. Customers are polled on just one question. Customers assess the likelihood of endorsing a product or brand to a friend or colleague on a 10-point scale. One common question is, \"How likely would you recommend the company's product or service to your friend or colleague, on a scale of 0 to 10?\".<\/p>\n
Based on the customers' rating responses we divide them into three groups; detractors, passives, and promoters. And then we use two of these customer groups to calculate the NPS score.<\/p>\n
Now, before we dive into the NPS score calculation formula it is important to understand these three customer groups first.<\/p>\n
Net Promoter Score Breakdown - Customer Groups<\/h3>\n
Basis on the submitted score, the respondents of the survey are categorized as one among the following groups.<\/p>\n
![\"Net](\"\/wp-content\/uploads\/nps-calculation.png\" "\\"NPS")
<\/p>\n
\n- \n
<\/span>The Promoters<\/span><\/h4>\nThe respondents who rated your brand 9 or 10 are called the Promoters. Promoters are a company\u2019s most engaged and loyal consumers. They are more likely to act as brand ambassadors, improve a brand\u2019s reputation, and generate referral flows, all of which assist in driving the company\u2019s growth.<\/li>\n
- \n
<\/span>The Detractors<\/span><\/h4>\nThe respondents who rated your brand between and including 0 and 6 are the Detractors. Detractors are reluctant to promote a firm or product to others, are unlikely to remain around or make repeat purchases, and, worst of all, may actively prevent potential consumers from doing so.<\/li>\n
- \n
<\/span>The Passives<\/span><\/h4>\nThose respondents who leave a rating of either 7 or 8 are called the Passives. Now, Passives, as the name suggests, do not actively promote a brand, but they are also unlikely to harm it through unfavorable word-of-mouth. Passives, although not being included in the NPS calculation, are incredibly close to becoming promoters (especially when they provide a score of 8), so it's always a good idea to spend time figuring out how to win them over.<\/li>\n<\/ul>\n
![\"NPS](\"\/wp-content\/uploads\/net-promoter-score.png\" "\\"What")
<\/p>\n