Determining the Net Promoter Score involves a straightforward calculation based on customer feedback. Customers are asked, “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” Based on their responses, they are categorized into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). The percentage of Detractors is then subtracted from the percentage of Promoters to arrive at the final score. For instance, if 60% of respondents are Promoters and 10% are Detractors, the resulting score is 50.
This metric offers a valuable insight into overall customer loyalty and advocacy. Tracking it over time provides a reliable indicator of business performance and the effectiveness of customer-centric initiatives. Its origins lie in the desire for a simple, actionable measure of customer satisfaction that directly correlates with business growth, moving beyond traditional, more complex satisfaction surveys.