Data Source and Methodology
All calculations are based on the standard NPS formula. For more details, refer to the official NPS methodology documentation.
The Formula Explained
NPS = ((Promoters - Detractors) / Total Respondents) × 100
Glossary of Terms
- Promoters: Customers who respond with a score of 9 or 10.
- Passives: Customers who respond with a score of 7 or 8.
- Detractors: Customers who respond with a score of 0 to 6.
How It Works: A Practical Example
Suppose you have 100 responses: 60 promoters, 20 passives, and 20 detractors. The NPS would be: ((60 - 20) / 100) × 100 = 40.
Frequently Asked Questions (FAQ)
What is the Net Promoter Score?
NPS is a metric that measures customer loyalty and predicts business growth by understanding customer sentiment.
Why is NPS important?
NPS helps businesses identify their most loyal customers and areas for improvement in customer experience.
How do I interpret the NPS score?
An NPS above 0 is considered good, above 50 is excellent, and above 70 is world-class.