Net Promoter Score®

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.

promoter-iconPromoters (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.

passive-iconPassives (7 or 8)®

We call these families group “passively satisfied” because this group is satisfied—for now.

detractor-iconDetractors (0 to 6)®

Detractors are unhappy families. Their criticisms and bad attitudes, discourage and demotivate .


Cecile Seth

Trying to make our world better. Mom to 3. Recovering Management Consultant. MBA. Founder.