Unsure what NPS measures? Find an easy explanation of Promoters, Passives and Detractors in this article.
If you're looking for how NPS is calculated, try this article: How is NPS calculated?
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How does the NPS method work?
Net Promoter Score (or NPS for short), is a customer experience and satisfaction metric widely adopted around the world. Customers are asked one simple question
“How likely are you to recommend us to your family and friends?”.
The respondent has to grade their experience on a scale of 0-10 (less commonly, other scales are used such as 1-10, 1-5 etc.).
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Promoters
Those responding in the 9-10 range are referred to as Promoters. These are customers who rate their customer experience highly and are likely to promote your brand to others, leading to business growth.
Passives
Responders who have scored in the 7-8 range are referred to as Passives and are fairly neutral in their opinion.
Detractors
Detractors are people who score their experience between 0 and 6 and represent the unhappy customers. They can damage your brand with bad publicity and will not return to your brand. Identifying Detractors and remedying their experience in a positive way is highly beneficial for businesses. They can avoid damage to their brand and turn the negative customer experiences around to a good outcome.