Glossary

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Net Promoter Score (NPS)

A Net Promoter Score (NPS) is a value calculated by asking respondents “How likely are you to recommend this brand, product, or service to a friend?”. The classic question asks them to rate this on a scale from 0 to 10, where 0 means not at all likely and 10 means extremely likely. Respondents who answer 9 or 10 are referred to as Promoters, those who answer 7 or 8 are referred to as Passives, and those who answer 0 to 6 are referred to as Detractors.

The NPS is the percentage of Promoters minus the percentage of Detractors.