NPS Groups

Respondents are grouped as follows based on their response to this question:

• Promoters (score 8-9) are loyal customers who will fuel growth
• Passives (score 6-7) are satisfied customers who are vulnerable to competitive offerings
• Detractors (score 1-5) are unhappy customers who can impede growth

Subtracting the percentage of Detractors from the percentage of Promoters calculates the Net Promoter Score, which ranges from -100% to 100%.