Net Promoter Score (NPS)

A measure of the loyalty that exists between a provider and a consumer. The provider can be a company, employer or any other entity that is asking the questions on the NPS survey.The consumer is the customer, employee or respondent to an NPS survey. Consumers that respond with a score of 6 or below are Detractors, a score of 7 or 8 are Passives, and a 9 or 10 are Promoters. The Net Promoter Score is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100. For instance, if you have 25 percent Promoters, 55 percent Passives and 20 percent Detractors, the NPS will be +5.