Net Promoter Score can be viewed in the following Reports:
- Bar Graph
- Frequency Table
- Advanced Frequency
- Advanced Pivot Table
In these reports, responses to a NPS question categorize customers as follows:
- Detractors: Customers who provide responses from 0 to 6. These respondents are less satisfied and are unlikely to have a positive impact on your organization. They are unlikely to recommend you and in some cases may even generate negative publicity about you.
- Passives: Customers who choose 7 or 8. These are satisfied but unenthusiastic customers. They may defect to competitors if they see any available benefits.
- Promoters: Customers who pick 9 or 10. These are your brand ambassadors, those you can consider your most loyal and satisfied customers. They are most likely to demonstrate positive behavior like referring new customers and spending more themselves.
In other reports, results of an NPS question will not display the Net Promoter Score, and respondents will not be categorized as Detractors, Passives, or Promoters. Instead, results will be reported as if the NPS question was a Rating Scale question.
Net Promoter Score Calculation:
To calculate the NPS, the percentage of Detractors (those who chose 0-6) is subtracted from the percentage of Promoters (those who chose 9-10).
NPS = Promoters% (9-10) – Detractors% (0-6)
The Net Promoter Score can range between -100 (all Detractors) to +100 (all Promoters). A positive NPS is seen as good, whereas an NPS of +50 is considered excellent.
In calculating NPS, percentages are mathematically rounded, and decimals are not displayed.
The survey responses of the respondents who skip the NPS question are not considered while calculating NPS.
Net Promoter Score (NPS)
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.