Calculate your Net Promoter Score

The Net Promoter Score is based on the fundamental perspective that your customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend [Company X] to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes.  Customers respond on a 0-to-10 point rating scale and are categorized as follows: 

• Promoters (score 9–10) are loyal enthusiasts who keep buying and refer others, fueling growth.
• Passives (score 7–8) are satisfied but unenthusiastic customers who are vulnerable to competitors.
• Detractors (score 0–6) are unhappy customers who can damage your brand and impede growth through negative word of mouth.

To calculate your Net Promoter Score, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Simple Metric for Rallying your Organization

Thanks in part to its simplicity, Net Promoter is gaining momentum and a large community of fans.  Employees across your organization, from the board room to the front-line, can understand it, and that helps you to build a customer- focused culture. Market leading companies such as Symantec, Sony, Experian, eBay, and Intuit, among others, have embraced Net Promoter to help manage their business and dominate their industries.