The Net Promoter Score (NPS) is determined based on one question asked on the surveys:
How likely is it that you would recommend our company to a friend or colleague?
This question is a scale of 0 to 10.
Promoters - 9 and 10 are grouped together as people who love you.
Passives - 7 and 8 are not counted.
Detractors - 6 and below are grouped together as people that don't like you.
Your Net Promoter Score is the percent of people who love you minus the percent of people who don't like you. An NPS can range from -100 to +100.
Say 11 people answer the question: 4 give you 9 or 10 (promoters), 4 give you 7 or 8 (passives), and 3 give you 6 or below (detractors). (We ignore people who leave the question blank.)
Your NPS is: (4 - 3) divided by (4 + 4 + 3) as a % = 9.
If all 11 responses for the date range were detractors (6 or less rating), the calculation would be:
(0 - 11) divided by (0 + 11 + 0) as a % = -100
NPS is like net profit or revenue - it needs to be quantified, as in what was your NPS for last month or last year.
The average US Company has an NPS of 10.
To see and understand your Net Promoter Score on our Dashboard, log into our Dashboard.
The YTD NPS score below is 92.2 (this is an extremely high score, our average dealer is in the 70s). The average US Company is 10.
Click on View Details to see the breakdown and calculation
More information here from the company that developed Net Promoter Score, https://www.satmetrix.com/nps-score-model