Net Promoter Score

The Net Promoter Score (NPS) is a recommendation index that measures how likely the respondent is to recommend your organisation to others on a scale of 0–10.

Scale: 0 = not at all likely… 10 = extremely likely

The NPS index is interpreted as follows:

Promoters (ratings 9-10 highlighted in green) are loyal and enthusiastic persons who also recommend the company to others, thereby adding to the growth. The percentage of promoters is marked inside the green circle.

Neutrals (ratings 7-8 highlighted in grey) are satisfied persons who can, however, be easily attracted to other competing offers.

Detractors (ratings 0-6 highlighted in red) are dissatisfied persons who can potentially hurt the brand and hinder growth by their critique.

The recommendation index is formed as follows:

NPS = percentage of promoters (9-10) minus percentage of detractors (0-6).