Net Promoter Score®
The Net Promoter Score® question
Net Promoter Score® methodology is based on asking families a single question: “How likely is it that you would recommend XXXXX to a friend or colleague?” Customers rate their answers on a scale from 0 to 10.
The answers families provide are classified as follows:
How the scoring works
We scored the answers to the ultimate question on a simple zero-to-ten scale. This scale is easy to understand. And the responses tend to cluster in three groups, each one characterized by different attitudes, behaviors and, therefore, economic value.
Promoters (9 or 10)®
Promoters (9 or 10)®Promoters are loyal, enthusiastic fans. These families sing the program’s praises to friends and colleagues. They are, in general, pleasant to deal with.
Passives (7 or 8)®
Passives (7 or 8)®We call these families group “passively satisfied” because this group is satisfied—for now.
Detractors (0 to 6)®
Detractors (0 to 6)®Detractors are unhappy families. Their criticisms and bad attitudes, discourage and demotivate .
