How does scoring work?
Based on a customer’s response to the survey question, they are placed into one of three categories:
- Promoters – gave a score between 9-10. (Extremely likely to recommend)
- Passives – gave a score between 7-8.
- Detractors – gave a score between 0-6. (Not at all likely to recommend)
The NPS is calculated using the following equation:
NPS Score = % of Promoters – % of Detractors
This generates a score ranging from -100 to 100, which is the Net Promoter Score. Average scores vary immensely by industry, as shown in the image to the right, but in general, an NPS above 0 is “good”, above 50 is “excellent” and above 70 is “world-class”. (Inc. Magazine)