Customers are categorized based on their responses to the question "How likely are you to recommend us to a friend?"
Promoters (9-10): Loyal, enthusiastic customers
Passives (7-8): Satisfied but unenthusiastic customers
Detractors (0-6): Unhappy customers who may spread negative word-of-mouth
Net Promoter Score Calculator
NPS Results
Net Promoter Score:40
60%
Promoters
20%
Passives
20%
Detractors
NPS Score Range:
-100 to -1
0 to 30
31 to 100
DetractorsPassivePromoters
NPS Analysis
Category
Count
Percentage
Score Range
Behavior
Promoters
60
60%
9-10
Loyal Advocates
Passives
20
20%
7-8
Satisfied
Detractors
20
20%
0-6
Unhappy
Visual Breakdown
NPS Distribution
Promoters: 60%Passives: 20%Detractors: 20%
NPS Performance
Good NPSHigh PromotersSome Detractors
Recommendations
Your NPS score of 40 indicates a good customer loyalty level.
Continue engaging with your promoters to maintain loyalty
Focus on converting passives to promoters through improved service
Address concerns of detractors to prevent negative word-of-mouth
Regularly survey customers to track NPS trends
Understanding Net Promoter Score
Why Measure NPS?
Measuring NPS helps you:
Understand customer loyalty and satisfaction
Identify promoters who can drive growth
Spot detractors who may harm your reputation
Track customer sentiment over time
NPS Categories
Detractors (0-6): Unhappy customers who may spread negative word-of-mouth
Passives (7-8): Satisfied but unenthusiastic customers who may switch to competitors
Promoters (9-10): Loyal enthusiasts who will continue buying and refer others
NPS Knowledge Quiz
Question 1: What does NPS stand for?
A) Net Profit Score
B) Net Promoter Score
C) New Product Satisfaction
D) Net Performance System
Correct! Answer: B) Net Promoter Score
Explanation: Net Promoter Score measures customer loyalty and satisfaction.
Question 2: Which score range defines Promoters in NPS?
0-6
7-8
9-10
Any positive score
Correct! Answer: C) 9-10
Explanation: Promoters are customers who give ratings of 9 or 10.
Question 3: True or False: A negative NPS score is always bad.
True
False
Correct! Answer: False
Explanation: While negative scores indicate challenges, they're normal in some industries and provide opportunities for improvement.
Question 4: What is considered an excellent NPS score?
0-10
11-30
31-50
50+
Correct! Answer: D) 50+
Explanation: Scores above 50 are considered excellent, with 70+ being world-class.
Question 5: What does the NPS formula calculate?
Average customer satisfaction
% Promoters - % Detractors
Total customer responses
Revenue per customer
Correct! Answer: B) % Promoters - % Detractors
Explanation: NPS = Percentage of Promoters minus Percentage of Detractors.
NPS Q&A
M
MarketingPro_X
Marketing Specialist
Q: How often should I measure NPS?
D
DataAnalyst_Y
Analytics Expert
A: Measure NPS quarterly for most businesses. Companies with frequent customer interactions may measure monthly. The key is to collect enough responses (typically 200-400 per quarter) to have statistically significant results.
B
BusinessOwner_Z
CEO
Q: What's the difference between NPS and customer satisfaction?
E
BrandExpert_01
Brand Strategy Consultant
A: Customer satisfaction measures how happy customers are with your service/product. NPS measures loyalty and the likelihood of customers recommending you. NPS is predictive of growth, while satisfaction measures current happiness.
U
User_123
Customer Experience Manager
Q: How do I act on NPS feedback?
C
CX_Guru
Customer Experience Expert
A: Follow up with detractors to understand their concerns. Thank promoters and encourage reviews/referrals. Use passive feedback to identify areas for improvement. Create action plans based on feedback themes and track progress over time.