How is NPS calculated?
The NPS survey asks customers “How likely are you to recommend *|COMPANY|* to a friend or colleague?” and they respond on a scale from 1 (very unlikely) to 10 (very likely).
Customers who answer lower than 6 are a detractors, while those who respond with a 9 or higher are a promoters. Customers responding 7-8 are passives
NPS is calculated by subtracting the % of detractors from the % of promoters.