Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend your products and services to others.
This score is based on the following survey question type, color-coded according to the following descriptions:
- Customers who give you a 6 or below are Detractors.
- Customers who give you a 7 or 8 are Passives.
- Customers who give you a 9 or 10 are Promoters.
To calculate your NPS the system detracts the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40.
The score you see next to survey responses represents the customer’s actual answer to the question.