The Net Promoter Score
The Net Promoter Score (NPS) gives information on how likely a customer will recommend your company, products or services. The NPS is calculated by the difference between promoters and critics (both in %) of your company or performance. Here, a representative group of customers is asked the following question: “Would you recommend this brand or product to a friend or colleague?” The respondent chooses a value on a scale from 0 (unlikely to recommend) to 10 (very likely to recommend). Promoters are customers who choose a value of 9 or 10. If a customer picks a value between 0 and 6, he is considered a critic. Customers answering with a value of 7 or 8 are regarded as „passively content“, and are not pulled up for calculating the NPS.
The Net Promoter Score therefore results from the following formula: NPS = Promoter (%) - Detractor (%)
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