To calculate the NP score, the following question is asked of the customers.

“On a scale of 0 to 10, how likely would you recommend our organisation to a friend or colleague?”

Based on the number a customer chooses, they’re classified into one of the following categories: “Detractors,” “Passives,” and “Promoters.”

0 – 6: Detractors: This group represents unhappy customers who are unlikely to buy from you again.

7 – 8: Passives: This group represents customers who had no issue with their customer experience but weren’t impressed enough to become a promoter.

9 – 10: Promoters: This category means you’re winning because you have a high percentage of promoters referring your business to consumers.

You can think of the NPS system as similar to a four-star system on an online review, but the NPS scale gives you a broader way (and a more accurate method) to measure customers’ opinions.